December 30, 2022
Blue Cross and Blue Shield of Illinois (BCBSIL) conducts an annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey with its Blue Cross Community Health PlansSM (BCCHPSM) and Blue Cross Community MMAI (Medicare-Medicaid Plan)SM members. The aim of the survey is to monitor the members’ experience and their satisfaction with BCBSIL and its contracted providers and medical groups. The results of the CAHPS survey are used as a quality improvement initiative to help identify opportunities for improving member satisfaction.
Each year, the CAHPS survey is mailed in the month(s) of February/March to randomly selected members. It instructs members to rate their experience with the care they received in the last six months. Examples of topics and questions addressed in the survey are included below, with an emphasis on domains where providers have the most impact.
Survey Category/Topic |
Sample Questions |
Getting Needed Care |
· How often was it easy to get the care, tests or treatment you needed? · How often did you get an appointment to see a specialist as soon as you needed to? |
Getting Care Quickly |
· When you needed care right away, how often did you get care as soon as you needed it? · When you made an appointment for a check-up or routine care visit at a doctor’s office or clinic, how often did you get an appointment as soon as you needed it? |
How Well Doctor Communicates |
· How often did your personal doctor explain things in a way that was easy to understand? · How often did your personal doctor listen carefully to you? · How often did your personal doctor spend enough time with you? |
Smoking Cessation |
· How often did your personal doctor explain things in a way that was easy to understand? · How often did your personal doctor listen carefully to you? · How often did your personal doctor spend enough time with you? |
What You Can Do To Help Improve CAHPS Survey Results
Here are some recommendations that may help you and your staff with improving BCCHP and MMAI member satisfaction:
- Primary care providers and office staff can assist patients in scheduling appointments with specialists.
- Increase availability of walk-in appointments in the morning/evening hours for urgent care.
- Spend enough time with each patient and explain things in a way they can understand easily.
- Provide the patient with educational materials
- Discuss available treatment and medications options with the patient.
- Encouraging patients to get a flu shot each year.
- Discuss options to help patients quit smoking.
- At the end of each visit, review the treatment plan, talk with your patient about reasons why and why not to take medications, and list all available treatment options.
- Consider performing a preventive health care visit during a sick visit if time and indications allow.
- Educate patients about preventive services, such as education and counseling, screening tests and immunizations. For more information refer to our Preventive Care Guidelines page.
Encourage Your Patients To Participate
During the months of February and March, if your patients receive a survey, please encourage them to complete it and return it using the enclosed pre-paid envelope.
Related Resources
For more information on BCCHP and MMAI quality measures, including a CAHPS Checklist to Improve Survey Results, go to the Medicaid page.
Healthcare Effectiveness Data and Information Set (HEDIS) is a registered trademark of The National Committee for Quality Assurance (NCQA).