July 2017
Hearing Our Members and Striving Toward Excellence
Every year Blue Cross and Blue Shield of Texas (BCBSTX) uses Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys to evaluate our members’ health care experiences. From these surveys, the Quality Improvement Department sets standards and goals on an annual basis to improve the quality of health care and services that our members receive.
Below is a year-over-year example of several CAHPS survey questions asked of our members. These specific questions focus on care received from you, our valued providers.
We are striving to improve these numbers and exceed our goals with excellent patient care through our quality initiatives. Quality initiatives written about in previous articles that can also increase the rates of the member survey results include (but are not limited to): Access and Availability, HEDIS®, Texas Health Steps, Performance Improvement Projects and Pay for Quality.
| BCBSTX Member Survey Results | ||||
| WE ARE STRIVING TO IMPROVE! | 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% |
| Customer Service (Adult) | 87% | 89% | 86% | 87% |
| Customer Service (Child) | 85% | 90% | 93% | 88% |
CAHPSis a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).
HEDIS is a registered trademark of the National Committee for Quality Assurance (NCQA).