BCBSNM scores high in provider satisfaction survey The Myers Group (TMG), a National Committee for Quality Assurance (NCQA) Certified Survey Vendor, conducted the 2011 Provider Satisfaction Survey of both BCBSNM Medicaid and commercial plan providers. Information from this survey allows BCBSNM to measure how well we are meeting the needs and expectations of providers in our networks. The survey identifies how providers perceive the quality of service provided by BCBSNM as compared to:
- BCBSNM plan performance in 2010
- Competitor plans serving New Mexico
- TMG’s book of business
The 2011 survey results reveal that provider satisfaction with BCBSNM is significantly higher than competitors in several areas, including:
For both commercial and Medicaid networks: - Claims payment timeliness
- Ease of preauthorization
- Rx drugs on formulary
For the Medicaid network:- Customer Service Representatives’ claims knowledge
- Number of specialists
- Chronic condition management
- Preventive care
BCBSNM commercial network scores also show dramatic improvement over last year: 22 of 30 measures show significant improvement. Scores are listed in the tables below. Commercial provider survey results
Composites/ Attributes | Summary Rate Definition | 2011 BCBSNM | 2010 BCBSNM | Competitor Plans | 2010 TMG Commercial Book of Business Summary Rate | Overall Satisfaction and Loyalty | | 90.7% | 83.0% | N/A | 89.3% | Recommend BCBSNM to other providers | Definitely/ Probably Yes | 96.4% | 87.3% | N/A | 92.5% | Recommend BCBSNM to your patients | Very/ Somewhat Satisfied | 94.0% | 85.1% | N/A | 91.0% | Overall Satisfaction | | 81.8% | 76.5% | 81.6% | 84.4% | Composites | | | | | | Claims/member eligibility | Excellent/Very Good | 52.7% | 49.6% | 42.0% | N/A | Provider relations | Excellent/Very Good | 33.9% | 29.4% | 26.9% | N/A | Provider network | Excellent/Very Good | 41.6% | 30.6% | 28.4% | N/A | Utilization/quality management | Excellent/Very Good | 29.5% | 26.9% | 23.0% | N/A | Pharmacy/drug benefits | Excellent/Very Good | 25.5% | 22.5% | 13.8% | N/A | Key Attribute | | | | | | Overall satisfaction w/continuity, coordination of care | Always/Usually Satisfied | 65.1% | 58.0% | N/A | N/A |
BlueSaludSM provider survey results
Composites/Attributes | Summary Rate Definition | 2011 BCBSNM | 2010 BCBSNM | Competitor Plans | 2010 TMG Medicaid Book of Business Summary Rate | Overall Satisfaction and Loyalty | | 93.8% | 88.2% | N/A | 80.5% | Recommend BCBSNM to other providers | Definitely/ Probably Yes | 97.1% | 91.5% | N/A | 83.3% | Recommend BCBSNM to your patients | Very/Somewhat Satisfied | 93.8% | 88.8% | N/A | 83.0% | Overall Satisfaction | | 90.3% | 84.3% | 86.1% | 75.1% | Composites | | | | | | Claims/member eligibility | Excellent/Very Good | 57.3% | 62.0% | 41.8% | N/A | Provider relations | Excellent/Very Good | 32.3% | 39.7% | 23.6% | N/A | Provider network | Excellent/Very Good | 35.5% | 45.3% | 25.2% | N/A | Utilization/quality management | Excellent/Very Good | 31.2% | 34.5% | N/A | N/A | Pharmacy/drug benefits | Excellent/Very Good | 23.7% | 26.2% | 13.6% | N/A | Key Attribute | | | | | | Overall satisfaction w/continuity, coordination of care | Always/Usually | 69.8% | 65.9% | N/A | N/A |
BCBSNM encourages your ongoing feedback. The annual survey is an important tool for developing a dynamic plan for continuous improvement and maintaining provider satisfaction. Thank you for participating! Blue Review • November 2011 • bcbsnm.com |