November 2016

Engaging with Our Members Now and for the Future

Annually, Blue Cross and Blue Shield of Texas conducts a member experiences survey utilizing a standardized tool titled CAHPS^® (Consumer Assessment of Healthcare Providers and Systems). These annual surveys allow patients to rate their overall health plan, their physician’s care and the experiences they have had in their physician’s practice. Provided below are satisfaction categories trended for calendar year (CY) 2016 for your review, and reference with discussion questions and topics that may be useful to you on relationship building with your members.

Blue Cross and Blue Shield of Texas Member Survey Results
Survey	2014	2015	2016	GOAL
Getting Care Quickly (Adult)	81%	79%	73%	81%
Getting Care Quickly (Child)	84%	87%	84%	90%
Getting Needed Care (Adult)	75%	72%	80%	81%
Getting Needed Care (Child)	77%	81%	81%	85%

Provider-to-Patient Discussion Topics

Access-to-care Discussion Questions

Were you able to schedule a visit in the timeframe expected?
Were you able to get an appointment for emergent or perceived emergency appointment (next day)?
Are you satisfied with care coordination?

Provider Tips

Evaluate the needs of patient (new mother, infant child, resources).
Evaluate the patients’ perception of difficulty in getting care quickly (what they perceive as timely care).
Educate members on timeframes for getting appointments according to their needs.
Educate members about what to do in an emergency or a perceived emergency.
Listen to the patient and explain things in an easy, understandable manner to ensure patient concerns are addressed and relationship building continues.

Thank you for all the work you do for our shared members.