MetroPlusHealth Achieves Best-Ever CAHPS Ratings

MetroPlusHealth Achieves Best-Ever CAHPS Ratings

Results reflect record-high member trust and satisfaction

Consumer Assessment of Healthcare Providers and Systems (CAHPS) is the national standard for measuring member experience

Jul 16, 2026

New York, NY - MetroPlusHealth, New York City's high quality, affordable health plan, today announced its strongest-ever performance in the Fall 2025 Adult CAHPS survey - an important milestone that underscores growing member trust and confidence in MetroPlusHealth and its provider network.

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) is the national standard for measuring member experience, capturing - in members' own words - what it is like to be part of a health plan. Unlike internal metrics or clinical outcomes, CAHPS reflects the member's voice and enables direct comparison across plans in New York State and nationwide. The Fall 2025 survey, conducted from September 25 through December 18, 2025, included adult members enrolled in Medicaid, the Health and Recovery Plan (HARP), and the HIV Special Needs Plan (SNP).

"This is an important moment for MetroPlusHealth," said Dr. Talya Schwartz, President & Chief Executive Officer of MetroPlusHealth. "CAHPS reflects what our membersare telling us loud and clear - that they trust us, value their clinicians and providers, and feel supported by the care and services MetroPlusHealth delivers every day."

CAHPS results span nine measures related to access, provider experience, and overall plan performance, benchmarked against statewide averages. These scores influence the State's Quality Incentive Award program and are publicly reported in the State Consumer Guide, where MetroPlusHealth earned 4 stars.

Key Results:

• Medicaid
  MetroPlusHealth outperformed statewide peers across multiple measures, earning the highest score of all New York City-based health plans and the second-highest Rating of Health Plan score in New York State. Gains in Rating of Personal Doctor, Rating of Specialist, and Rating of Health Plan reflect improved access, continuity of care, and alignment with NYC Health + Hospitals' system-wide patient experience priorities.
• HIV Special Needs Plan (SNP)
  The HIV Special Needs Plan outperformed peer plans in more than half of CAHPS measures, exceeding statewide averages in five of nine categories, including: Getting Care Quickly, Rating of Health Care, Rating of Specialist, Rating of Health Plan, and Rating of Treatment or Counseling. Strong gains in access and overall plan ratings are especially critical for members with complex, ongoing care needs.
• Health and Recovery Plan (HARP)
  Serving members with serious behavioral health needs, MetroPlusHealth achieved a perfect CAHPS score - 20 out of 20 points - in the State's Quality Incentive Program, placing it among the highest-performing HARP plans statewide and demonstrating the strength of its coordinated care model.

MetroPlusHealth's top performance across all three plans highlights improvements in primary and specialty care access, telehealth availability, eConsults, member rewards, and responsive customer service.

Strong CAHPS results reinforce MetroPlusHealth's mission to deliver access, service, and trust to the communities it serves. Members report feeling supported, able to access care when needed, and confident in their providers - key drivers of engagement and improved health outcomes.

For more than 40 years, MetroPlusHealth has provided access to affordable, quality health care to the people of New York City. It serves nearly 700,000 members across New York City and its impressive network includes more than 34,000 providers and more than 40 hospitals and urgent care centers, including NYC Health + Hospitals, NYU Langone Health, Mount Sinai, CityMD, Montefiore Einstein, LabCorp, Lenox Hill Radiology, Memorial Sloan Kettering, Tribeca Pediatrics, Hospital for Special Surgery, and more. For more information about MetroPlusHealth's Gold Plan, please visit Gold Plan for NYC Employees - MetroPlusHealth.

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MEDIA CONTACT:
Michelle Dominguez
MetroPlusHealth
[email protected]

About MetroPlusHealth
MetroPlusHealth is a wholly owned subsidiary of NYC Health + Hospitals. For more than 40 years, MetroPlusHealth has provided access to affordable, quality health care to the people of New York City. It is a leader in addressing social determinants of health and the only New York State plan to dedicate resources specifically to ensuring members have access to food, housing, and transportation. MetroPlusHealth serves nearly 700,000 members across New York City and its network includes tens of thousands of providers and more than 40 hospitals and urgent care centers, including NYC Health + Hospitals, NYU Langone, Mount Sinai, CityMD, Montefiore, LabCorp, Lenox Hill Radiology, Memorial Sloan Kettering, Hospital for Special Surgery, and more. For more information about MetroPlusHealth, please visit metroplus.org.

About NYC Health + Hospitals
NYC Health + Hospitals is the largest public health care system in the nation serving more than a million New Yorkers annually in more than 70 patient care locations across the city's five boroughs. A robust network of outpatient, neighborhood-based primary and specialty care centers anchors care coordination with the system's trauma centers, nursing homes, post-acute care centers, home care agency, and MetroPlusHealth-all supported by 11 essential hospitals. Its diverse workforce of more than 46,000 employees is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible. For more information, visit www.nychealthandhospitals.org and stay connected on Facebook, Twitter, Instagram and LinkedIn.