Consumer Assessment of Healthcare Providers & Systems (CAHPS): The Medicare Advantage and Prescription Drug Plan Disenrollment Reasons Survey
Guidance for stakeholders on the Medicare Advantage and Prescription Drug Plan Disenrollment Reasons Survey, which captures the reasons Medicare beneficiaries voluntarily disenroll from their Medicare Advantage (MA) health and prescription drug plan (PDP) contracts. The Disenrollment Reasons Survey provides additional insight about reasons people leave their MA and PDP contracts beyond what disenrollment rates tell us.
Issued by: Centers for Medicare & Medicaid Services (CMS)
Issue Date: November 05, 2019
If you get a Disenrollment Reasons Survey in the mail and want to verify your selection in this study, please contact CSS, the survey organization working with Medicare, toll-free at 1-855-400-3657, or email DisenrollSurvey@cms.hhs.gov. |
Overview: The Medicare Advantage (MA) and Prescription Drug Plan (PDP) Disenrollment Reasons Survey captures reasons people voluntarily leave their Medicare health and drug plans. The Disenrollment Reasons Survey gives insight beyond what MA and PDP disenrollment rates can tell us.
About the survey: The Disenrollment Reasons Survey is a mailed survey with three versions tailored to the type of contract the beneficiary left: 1) stand-alone prescription drug plan (PDP), 2) Medicare Advantage Prescription Drug (MA-PD), or 3) Medicare Advantage only (MA-only). A random sample of voluntary disenrollees from each eligible contract is drawn monthly and surveyed as soon as possible following the actual date of disenrollment. Sampled participants get a pre-notification letter and up to two mailed surveys within 1-2 months of leaving their plan. The survey asks participants why they left their plan including financial reasons, drug or health benefits, customer service, and the coverage of doctors and hospitals.
How the data are used: Disenrollment Reasons Survey results are publicly reported at https://go.cms.gov/partcanddstarratings in the annual Star Ratings Data Table and the Display Measures downloads. Survey results are used by contracts to identify areas in need of quality improvement and by Medicare administrators and policymakers to monitor the performance of Medicare health and drug plans.
For more information, please contact: DisenrollSurvey@cms.hhs.gov.
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DISCLAIMER: The contents of this database lack the force and effect of law, except as authorized by law (including Medicare Advantage Rate Announcements and Advance Notices) or as specifically incorporated into a contract. The Department may not cite, use, or rely on any guidance that is not posted on the guidance repository, except to establish historical facts.