The 2025 Medicare and Commercial Consumer Assessment of Healthcare Providers and Systems (CAHPS) member experience survey results for Blue Cross and Blue Shield of North Carolina (Blue Cross NC) are in—and they speak volumes about the care, compassion, and commitment providers bring to Blue Cross NC members every day. 

CAHPS is a powerful tool that captures the voice of our members and reflects how they experience care across the health care system, from in their provider’s office to their pharmacy counter to directly with their health plan. 

These insights directly influence our Medicare Star ratings and National Committee for Quality Assurance (NCQA) and Marketplace Health Plan Ratings, but more importantly, they guide us in understanding what truly matters to those we serve. 

Here’s what our members told us: 

Medicare Advantage (MA)

• PPO plans continue to earn near-perfect scores—thanks to our providers’ dedication. 
• HMO plans show areas for improvement around getting needed care. This includes timely appointment access, flexible scheduling, referral follow-through, wait times, office responsiveness, and care coordination. 
• Members deeply value easy access to prescriptions and high-quality specialist care. 

Affordable Care Act (ACA)

• POS plans show areas for improvement around members’ experience with a personal doctor or specialist and members’ access to care, specifically: 
  • getting urgent care, 
  • getting care, tests, or treatments, 
  • getting specialist appointments, and 
  • ensuring doctors are informed about specialist care. 
• EPO plans show areas for improvement around members’ experience with a personal doctor and with care coordination. 
• Overall, members are feeling the impact of unexpected costs and delays in care due to costs. They’re asking for greater transparency and predictability. 

Commercial plans

• Members prioritize timely access to urgent care, specialists, and diagnostics. 
• Quality and accessibility remain top priorities. 

 A provider’s role—whether in direct care or support—is essential to delivering the kind of experience our members deserve. 

Thank you for our providers’ continued commitment and collaboration to reduce costs through our value care programs, helping to make health care more affordable for all.