Comparing Commercial and Retail BCBSTX Member Satisfaction with Providers

12/03/2024

Results from the 2023 Qualified Health Plan Enrollee Experience Survey and the HMO and PPO Consumer Assessment of Healthcare Providers and Systems Survey were shared earlier this year. As a reminder while we prepare to survey our members starting in February 2025, these survey topics were identified as areas of improvement. and where providers have the most impact:

2023 BCBSTX Results (%)
Survey Category/Topic	QHP EES TX HMO	CAHPS TX HMO	CAHPS TX PPO
Rating of Personal Doctor	69	83	73
Getting Care Needed · Specialist appointments · Care, tests, or treatment	69 58 80	78 75 80	80 75 85
Getting Care Quickly · Urgent care	76 75	77 78	82 85
How Well Doctors Communicate · Dr. listened carefully	91 90	93 93	95 95
Care Coordination	82	80	84
Flu vaccination for adults	51	45	49
Advising Smokers and Tobacco Users to Quit	64	58	61
How often were you advised to quit smoking or using tobacco by a provider in your plan?
Discussing Cessation Medications	48	30	41
How often was medication recommended or discussed by a provider to assist you with quitting smoking or using tobacco? Examples of medication are: nicotine gum, patch, nasal spray, inhaler, or prescription medication.
Discussing Cessation Strategies	44	25	35
How often did your provider discuss or provide methods and strategies other than medication to assist you with quitting smoking or using tobacco? Examples of methods and strategies are telephone helpline, individual or group counseling, or cessation program.

Summary Rate scores are calculated using % Always/Usually or %Yes for composite measures and % 8,9,10 for rating questions – with 100% the highest possible score.

These surveys are valuable measurement tools to assess service gaps and other key factors where you have impact as you focus on positive patient experiences.

Our next article will focus on the Key Findings, Key Drivers and Opportunities for improvement identified from the 2024 QHP EES and CAHPS Surveys results.