The Medicare and Commercial CAHPS Member Experience Survey Results Are In

Blue Cross and Blue Shield of North Carolina (Blue Cross NC) surveyed our Medicare and Commercial members earlier this year through the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey and the results are in.

Medicare members value relationships with providers and access to medication, Affordable Care Act (ACA) members value cost above all, and Commercial members value ease of working with the plan.

Blue Cross NC scored well in the following areas for the following lines of business.

Medicare:

• Getting Needed Care
• Care Coordination
• Customer Service

ACA:

• Rating of Health Care
• Rating of Specialists

Commercial:

• Rating of Specialists
• Getting Care Quickly
• Rating of Personal Doctor

Federal Employee Program (FEP):

• Rating of Health Plan
• Getting Needed Care

The CAHPS survey covers members’ experiences with Blue Cross NC, their providers, and their pharmacy. CAHPS is used by health plans, consumers, and regulators to track, compare and improve patients' experiences in different health care settings. CAHPS accounts for nearly 35% of our overall Medicare Star rating and impacts our NCQA accreditation, so the survey results have a real impact on our quality ratings.