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