Introduction
As part of our Quality Management program, we use provider surveys to assess key aspects of service delivery and the provider experience, including administrative processes, communication, access to resources, and overall satisfaction. Survey results are reviewed and analyzed to identify trends, monitor performance over time, and prioritize quality improvement initiatives.
We encourage providers and their participants to participate when invited—your feedback helps inform data-driven actions to strengthen partnership, streamline processes, and support high-quality care for the individuals we serve.
Please use the menu to explore different survey results.
Provider Experience Survey
Carelon assesses the experience of care for providers participating in the Maryland Public Behavioral Health System (PBHS) each year in September by administering the Provider Experience Survey to all eligible providers. Carelon partners with the Center for the Study of Services (CSS) to distribute and complete the survey via email.
The survey evaluates key areas such as overall satisfaction, customer service and provider relations, communications and educational offerings, utilization management (UM) and clinical processes, continuity and coordination of care, and claims processing.
The goal of the Provider Experience Survey is to strengthen the support and services Carelon provides by using provider feedback. Carelon reviews and analyzes survey results to identify improvement opportunities and guide quality enhancements.
Survey Results – 2025
- Coming Soon
Carelon began working as the Administrative Services Organization (ASO) for Maryland’s PBHS on January 1, 2025. Typically, Carelon does not conduct satisfaction surveys in the first year of a new contract. For the 2025 Survey, Carelon contracted with Press Ganey to administer the survey.
Consumer Perception of Care (CPOC) Survey
Carelon assesses the experience of care for individuals participating in the Maryland Public Behavioral Health System (PBHS) each year by administering the Consumer Perception of Care (CPOC) survey. Carelon partners with the Center for the Study of Services (CSS) to conduct the annual survey by telephone.
The CPOC survey evaluates key areas such as access to services, quality and appropriateness of care, outcomes, involvement in treatment planning, cultural sensitivity of staff, overall satisfaction, functioning, and social connectedness.
The goal of the CPOC is to enhance the quality of care and services participants receive by using their feedback. Carelon reviews survey input to identify opportunities for improvement. Survey results are based on a randomly selected sample of participants from Carelon’s outpatient population.
Survey Results – 2025
- Coming Soon
Survey Results – 2023
Survey Results – 2022
Carelon began working as the Administrative Services Organization (ASO) for Maryland’s PBHS on January 1, 2025. For the 2025 Survey, Carelon contracted with Press Ganey to administer the survey.