Make Your Voice Heard with the Member Experience Survey

For almost 30 years, San Francisco Health Plan (SFHP) has been serving our community with high-quality, low-cost health care. But we know we can always keep getting better. We are committed to learning, growing, and improving our care for San Francisco – and we can’t do that without your help.

Each year, SFHP sends a Member Experience Survey to about 2,000 adults. This survey is known as the Consumer Assessment of Healthcare Providers and Systems (CAHPS). It measures your experiences with your health care and health plan in the last 6 months.

If you get this survey, please respond. Your feedback helps you and other SFHP members get the care they need.

Learn more about the survey below and why filling it out is so important for your care.

What Is the Member Experience Survey?

The Member Experience Survey is private and asks about your health care experience as a patient. SFHP uses these survey results to understand what you like about your health care. It also helps us to improve and provide you with even better care.

What Does the Survey Ask?

The Member Experience Survey asks how your health care has been in the last 6 months. It asks questions about:

  • Getting appointments and care quickly. You should be able to schedule a health visit with your primary care provider (PCP)* or a specialist within our Timely Access Standards. That is 10 to 15 business days (2-3 weeks) for a health issue that is not urgent.
  • Getting needed tests, care, or treatment. For example, if you need medicine, your PCP can order it for you at any pharmacy. You do not have to pay for medications covered by Medi-Cal Rx. To check if your medicine is covered, visit Medi-Cal Rx.

  • How well your doctors communicate. You and your doctor are partners in your health care. Your doctor should be able to explain things in a way you can understand and listen to your questions and concerns. To change or search for a PCP at any time, visit Find a Provider. Remember, you can search for a PCP who speaks your language. You have the right to get health care in the language you need.

    When you schedule your appointment, you can also ask to have an interpreter. The interpreter will be with you in person or on the phone during your appointment. Learn more about getting help in your language with SFHP.

  • Getting health and information from SFHP. Your health matters to SFHP, and we are here to help or share information whenever you need it. Please call SFHP Customer Service to get your questions answered and find support.

When Is the Survey Sent?

The survey is sent each year between February and May. You may get the survey in the mail, by email, or as a phone call. Please fill out and return your survey to help make sure your voice is heard.

Sharing your thoughts can help SFHP improve your health care. So please let us know – how are we doing?

*Your primary care provider (PCP) is your main doctor or health care provider who helps you stay healthy and handles your care.

More Help from SFHP

  • Customer Service: If you need help or have questions, call SFHP Customer Service at 1(415) 547-7800, 1(800) 288-5555 (toll-free), or 711 (TTY), Monday–Friday, 8:00am–5:00pm.
  • Interpreter Services: You can get an interpreter in-person or by phone for your health visits. When you make an appointment, ask for an interpreter at the same time.
  • Need a Ride? SFHP can help you get transportation to any medical appointment covered by Medi-Cal. Ask your provider or call Customer Service.
  • Interested in Medi-Cal Benefits? See if you or your family can get Medi-Cal through SFHP.

Learn more about your covered Medi-Cal benefits and services.