BCBSTX 2023 Marketplace Member Satisfaction with Providers Results


Earlier this year we shared CAHPs and the QHP Enrollee Experience Survey now we’re providing you collection feedback on patient experiences with QHPs available through the Health Insurance Marketplace 2023. QHP Enrollee surveys give patients the opportunity to provide feedback on the experience with their health plan and its contracted providers. Focusing on a positive patient experience will have many important benefits to your practice:

  • Patient retention
  • Compliance with physician recommendations
  • Patient’s overall wellness and health outcomes
  • Preventive care addressed more timely

The QHP Enrollee Experience Survey is a valuable measurement tool to assess service gaps and develop specific improvement strategies.  A random sample of eligible members enrolled for at least six months are surveyed through mail, phone, and web-based modes. The survey gauges experience with cultural competence, how well doctors communicate and takes approximately 12 minutes to complete with an emphasis on domains where providers have the most impact:

  • Access to care 
  • Care coordination
  • Ratings of specialist, personal doctor, healthcare
  • Flu vaccination for adults (age 18–64) 
  • Medical assistance with smoking and tobacco use cessation

Key findings

  • Overall Health Plan Rating has not changed significantly since last year.  The response decreased from 18% in 2022 to 13% in 2023

Key Drivers – Performing Well:

  • Rating of Health Care, Specialist and care coordination informing doctors about specialty care needs and outcomes

Measures of improvement:

  • Cultural Competence
  • Flu Vaccinations for Adults Ages 18-64
  • Advising Smokers and Tobacco Users to Quit
  • Discussing Cessation Medications

Measures to make improvements in:

  • Rating of Personal Doctor
  • Getting Needed Care
  • Getting care, tests, or treatment, Getting specialist appointment
  • Care coordination – Obtained help from Doctor’s office to manage care