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MassHealth Language Access Survey
Thank you for taking the time to respond to this survey! Massachusetts Law Reform Institute (MLRI) is gathering information from MassHealth members and applicants who speak a language other than English about their experience calling MassHealth customer service. We intend to use these results to advocate for MassHealth to improve its communication with people whose preferred language is not English.
We will not share your identifying information with anyone, and ask for your contact information only so that we can ask you clarifying questions, or so that we can offer you assistance if you need it.
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* Indicates required question
Is English your preferred language?
*
Yes (If yes, please do not complete this survey)
No
Have you ever called MassHealth customer service?
*
Yes
No (if no, please do not complete this survey)
Your name (optional):
Your answer
Your email address (optional):
Your answer
Are you a MassHealth member or applicant?
*
I am a MassHealth member
I am a former MassHealth member
I have never been a member, but I am applying for MassHealth or tried to apply for MassHealth in the past
Other:
Required
Did you call MassHealth customer service alone, or with help?
*
Alone
With help from a family member, friend, or neighbor
With help from a professional
Other:
Did MassHealth customer service connect you with an interpreter for your preferred language?
*
Yes
No. I wanted an interpreter but I did not get one.
No because I already had an interpreter on the phone with me when I called customer service.
Other:
If you already had an interpreter on the phone with you when you called MassHealth customer service, did MassHealth allow you to use that interpreter?
Yes
No, they would not let me use my own interpreter, they required me to use MassHealth's interpretation service
Not applicable
Other:
Clear selection
Please explain what you had to do to request an interpreter.
Your answer
If you wanted an interpreter, but you were not connected to one in your preferred language, please explain what happened:
Your answer
On a scale of 1-5, rate how easy or hard it was to get connected to an interpreter.
Easy
1
2
3
4
5
Hard
Clear selection
How quickly were you connected to an interpreter?
*
Very quick
Quick
Slow
Very slow
I was not connected to an interpreter
If you were connected to an interpreter, how effective was the interpreter in helping you communicate with customer service?
Not effective
1
2
3
4
5
Effective
Clear selection
Please describe any other details about your experience calling MassHealth customer service. Include descriptions of the behavior of the customer service representative or the interpreter. (ex. rude, helpful, etc.).
Is there anything MassHealth could have done better?
*
Your answer
Please select all that apply to your phone call:
*
I was disconnected
I was transferred to the wrong person
I was on hold for more than 30 minutes
I was on hold for more than one hour
I could not get an interpreter in my preferred language
The customer service representative was rude
The interpreter was rude
The interpreter did not speak my language, or spoke a different dialect than me
I hung up because I was on hold for too long
I hung up because I could not get the help I needed
None of the above
Other:
Required
Did MassHealth customer service help you resolve your issue?
Yes
No
Other:
Clear selection
From a scale of 1-5, rate your customer service experience with MassHealth.
*
If the service is satisfactory, rate 3.
Very poor
1
2
3
4
5
Excellent
What suggestions do you have for MassHealth to improve its customer service experience for people who speak a language other than English?
*
Your answer
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