Dental Plan Member Experience Survey (CAHPS-Style)

Hi! We'd like to hear about your experience with your dental insurance plan over the last 6 months. Your responses are completely confidential and anonymized. This takes about 8 minutes and your answers help improve service for all members.

How long have you been enrolled in your current dental plan?

• Less than 6 months
• 6 months to 1 year
• 1 to 3 years
• More than 3 years

In the last 6 months, how many times did you visit a dentist or dental specialist?

• None
• 1 visit
• 2-3 visits
• 4 or more visits

In the last 6 months, how easy was it to find a dentist in your plan's network who was accepting new patients?

In the last 6 months, when you needed dental care, how easy was it to get an appointment as soon as you wanted?

In the last 6 months, how often did each of the following happen when you contacted your dental plan's customer service?

In the last 6 months, did you have any problems with paperwork, claims, or being billed incorrectly for dental care?

• No problems
• Yes, one minor problem
• Yes, more than one problem
• Not sure / don't recall

Using a 0-10 scale, what number would you use to rate your dental plan overall?

Probe the reasoning behind the respondent's overall 0-10 rating of their dental plan: ask what specifically drove that number, anchoring on any network access, appointment wait, customer service, or claims/billing issues they mentioned earlier. If they reported a claims or billing problem, get the specifics of what happened and whether it was resolved. If the rating was low (0-6), ask what single change would move it up; if high (9-10), ask what they'd be most upset to lose.

How likely are you to recommend this dental plan to a friend or family member?

In general, how would you rate your overall dental health?

• Excellent
• Very good
• Good
• Fair
• Poor
• Prefer not to say

What is your age range?

• 18-24
• 25-34
• 35-44
• 45-54
• 55-64
• 65 or older
• Prefer not to say

Is this dental plan provided through an employer, purchased individually, or through a government program (e.g., Medicaid/Medicare)?

• Employer-provided
• Purchased individually
• Government program (Medicaid/Medicare)
• Not sure
• Prefer not to say

Thank you for sharing your experience! Your responses will be combined with other members' feedback to help improve access to dentists, customer service, and claims handling for this plan.