Annual CAHPS^® survey goes out soon

An important measure of patient satisfaction is the annual Consumer Assessment of Healthcare Providers and Systems, or CAHPS, survey. This standardized survey of the patient’s care experience will be sent to a random sampling of our members — your patients — in early March.

Administered by the Centers for Medicare & Medicaid Services, the survey helps assess quality of care from a health plan member’s perspective. The survey measures patient experiences over the past six months in such areas as:

• Getting needed care
• Getting care quickly
• How well doctors communicate
• Health plan customer service
• How people rate their health plan

CAHPS focus areas

Based on results of the 2017 survey, here are three key areas we need to focus on going forward:

• Administering the annual flu vaccine during flu season
• Working to ensure that patients see the doctor or other health care practitioner within 15 minutes of an appointment time
• Sharing test results with patients promptly

 A collaborative effort

At Blue Cross Blue Shield of Michigan, we recognize that your ability to provide a high-quality care experience for your patients depends in part on our performance as a health plan. We’re listening to what you’re saying and are working to increase member and provider satisfaction, with a focus on:

• Helping members understand their health care plan so they’re more knowledgeable when they arrive at the doctor’s office
• Giving you access to the information you need when you need it
• Streamlining our administrative processes so they’re easier and less time-consuming
• Sharing best practices with you through our newsletters, blogs and Physician Group Incentive Program quarterly meetings so you can glean insight from other health care practitioners

Both Blue Cross and providers have a similar goal: highly satisfied patients. Here are some ways that practices with a high level of patient satisfaction benefit:

• Patients who are highly satisfied are more loyal.
• Patients who are highly satisfied are more likely to adhere to treatment plans.
• Practices with high patient satisfaction have higher levels of employee satisfaction and less employee turnover.

Feedback?
If you have any suggestions for how we can improve the patient experience of care, send an email to Laurie Latvis at LLatvis@bcbsm.com.