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* 1. VCHCP Member Services staff (805-981-5050) are responsible for explaining benefits, changing PCP's, and providing assistance with any access issues.  If you spoke with a VCHCP Member Services representative during 2021, how satisfied were you with the level of service they provided?

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* 2. VCHCP Utilization Management staff are responsible for providing you with assistance concerning treatment authorization requests. If you spoke with a Utilization Management representative during 2021, how satisfied were you with the level of service they provided?

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* 3. VCHCP Claims staff are responsible for providing you with assistance concerning any of your claims. If you spoke to a Claims representative during 2021, how satisfied were you with the level of service they provided?

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* 4. If you have scheduled a routine appointment with your PCP during 2021, on average, when was the first available appointment offered to you?

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* 5. Once you had an appointment with your PCP, did the office ever require you to reschedule?

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* 6. If you have scheduled an urgent appointment with your PCP during 2021, on average, when was the first available appointment offered to you?

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* 7. When you have called your PCP's office during normal business hours, how long was it before you were able to speak with someone?

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* 8. If you have called your PCP's office during normal business hours (non-urgent call) and had to leave a message for a call back, how long was it before you received a return call?

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* 9. When you went for an appointment with your PCP, on average, how long beyond your scheduled appointment time did you wait before you were seen by the provider?

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* 10. If you have scheduled a non-urgent appointment with a Specialist during 2021, on average, when was the first available appointment offered to you?

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* 11. Once you had an appointment with a Specialist, did the office ever require you to reschedule?

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* 12. If you have scheduled an urgent appointment with a Specialist during 2021, on average, when was the first available appointment offered to you?

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* 13. How satisfied are you with the choice of Providers in the Ventura County Health Care Plan network?

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* 14. If you required Behavioral Health Services during 2021, how easy was it to find a provider?

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* 15. VCHCP provides free language services to our members when needed. This includes interpretation and translation services, as well as services for the hearing or speech impaired, and includes coordinating these services at your doctor appointments, if needed. Were you already aware of this service?

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* 16. If you have used VCHCP’s free language services, how satisfied were you?

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* 17. Please provide your name, phone number, and/or any additional comments regarding your Ventura County Health Care Plan experience related to the Plan, your PCP, and/or Specialist. (Optional)

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