Every year some of our members receive a survey to collect information about their experiences with their health care providers, their Blue Cross Medicare Advantage℠ plans, and their prescription drug plans.
The Centers for Medicare & Medicaid Services (CMS) sends the Medicare Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey to a random sample of our members from March through June. Members are asked to rate their last six months of care. If your patients receive a CAHPS survey, please encourage them to respond.
Why the CAHPS survey is important
The survey identifies opportunities to improve member satisfaction. Results also affect the , which rate Medicare Advantage plans on a scale from one to five stars. Our goal is to achieve the highest possible Star rating for our plans. Learn more about the survey from .
How you can help
The survey evaluates how our members interact with their health plan and with you, their provider. Here are tips to help improve members’ experiences year-round:
Provide needed care quickly and coordinate care with specialists.
- Leave openings for sick visits and urgent appointments
- Discuss how to access telehealth services and after-hours care
- Follow up with members’ specialists to ensure continuity of care
- Ask members about their top health concerns
- Keep conversations clear and simple
- Follow up after urgent or emergency care
Keep members healthy.
- Recommend and/or administer the flu shot during flu season
- Educate members on preventive services, chronic conditions and ongoing care
- Let members know whether you offer telehealth services that allow them to access care from home
- Discuss the COVID-19 vaccine
- Screen members for risk factors, like tobacco use, and recommend appropriate lifestyle changes
- Complete and document any health assessments
- Identify and follow up with members who haven’t visited in the past year
This information is for informational purposes only and is not a substitute for the sound medical judgment of a provider. Members are encouraged to talk to their provider if they have any questions or concerns regarding their health.
CAHPS is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).