Listening to members and responding to their feedback remains central to KFHC’s approach to care. In 2025, KFHC completed its sixth year partnering with Press Ganey to administer the CAHPS Member Satisfaction Survey, allowing for consistent benchmarking and trend analysis over time. Results reflected strong overall performance and continued improvement in areas that matter most to members. Compared to regional benchmarks, KFHC demonstrated notable gains, reinforcing trust, access and coordination of care. Key highlights from the 2025 survey include: • Overall rating of the health plan ranked in the 100th percentile regionally • Improved satisfaction with doctor communication, reflecting clearer explanations and stronger relationships • Increased scores related to care coordination, supporting continuity and navigation across services The survey also identified opportunities for continued focus, particularly related to specialist access. These insights will guide targeted improvements in 2026, including enhanced member outreach, strengthened provider collaboration and expanded benefit education. Together, these results underscore KFHC’s commitment to listening, learning and continuously improving the member experience. 16 Celebrating Milestones, Strengthening Community Member Experience and Satisfaction
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