October 19, 2023
Blue Cross and Blue Shield of Illinois (BCBSIL) conducts an annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey with its Blue Cross Community Health PlansSM (BCCHPSM) and Blue Cross Community MMAI (Medicare-Medicaid Plan)SM members. The aim of the survey is to monitor the members’ experience and their satisfaction with BCBSIL and its contracted providers and medical groups. The results of the CAHPS survey are used as a quality improvement initiative to help identify opportunities for improving member satisfaction.
Each year, the survey is mailed in the month(s) of February/March to randomly selected members. It instructs the members to rate their experience with the care they received in the last six months. Examples of topics and questions addressed in the survey are listed below, with an emphasis on domains where providers have the most impact.
Getting Needed Care
Getting Care Quickly
How Well Doctor Communicates
What You Can Do to Help Improve CAHPS Survey Results:
BCBSIL is currently in a “look-back period” and we strongly encourage any efforts to improve results. Here are some recommendations that may help you and your staff with improving BCCHP and MMAI member satisfaction:
- Availability of walk-in appointments in the morning/evening hours for urgent care.
- Spending enough time with the patients and explaining things in a way they can understand easily.
- PCP/office staff assist the patients in scheduling appointments with specialists.
- Follow up with member’s specialists to ensure continuity of care.
- Providing the patients with educational materials.
- Discussing available treatment and medications options with the patients.
- Encouraging the patients to get a flu shot this year.
- At the end of each visit, review treatment plan, discuss with your patient reasons why and why not to take medications and list all available treatment options.
- Consider performing a preventive health care visit during a sick visit if time and indications allows.
- Educating patients about preventive illnesses.
Healthcare Effectiveness Data and Information Set (HEDIS) is a registered trademark of The National Committee for Quality Assurance (NCQA).