Consumer Assessment of Healthcare Providers and Systems (CAHPSÒ) is an annual standardized survey conducted between January and May to assess consumer experiences with their provider and health plan, received by a random sample of patients. We use the results to measure our performance against our goals and determine the effectiveness of actions implemented to improve.

 

2021 NCQA Health Plan Star Rating 

 

Survey Measures

2021
Rate

2021 All Affiliates Child Medicaid Average

2020 NCQA
Quality Compass®
National Average
(All LOB)

 

Getting Care

Getting Needed Care Composite (% Always or Usually)

82.10%

86.49%

86.03%

 

Ease of Getting Needed Care (% Always or Usually)

88.11%

90.65%

91.23%

 

Ease of Seeing a Specialist (% Always or Usually)

76.09%

82.33%

79.77%

 

Getting Care Quickly Composite (% Always or Usually)

80.10%

87.66%

90.53%

 

Ease of Getting Urgent Care (% Always or Usually)

87.23%

91.59%

92.58%

 

Ease of Getting a Check-Up or Routine Care (% Always or Usually)

72.96%

83.73%

88.97%

 

Satisfaction with Plan Physicians

Rating of Personal Doctor (% 9 or 10)

72.02%

77.46%

78.57%

 

Rating of Specialist Seen Most Often (% 9 or 10)

74.42%

74.27%

73.36%

 

Rating of All Healthcare (% 9 or 10)

66.80%

73.02%

71.92%

 

Coordination of Care (Always or Usually)

87.62%

85.25%

86.08%

 

Satisfaction with Plan Services

Rating of Health Plan (% 9 or 10)

62.05%

70.06%

71.90%

 


Providers directly affect over half of the questions used for scoring. Empire BlueCross BlueShield HealthPlus offers an online course for providers and office staff designed to teach how to improve communication skills, build patient trust and commitment, and expand your knowledge of the CAHPS Survey. The Improving the Patient Experience course is available at no cost and is eligible for one continuing medical education (CME) credit by the American Academy of Family Physicians. Providers can access the course at https://www.mydiversepatients.com/le-ptexp.html.

 

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

 

NYE-NU-0385-21 November 2021

 



Featured In:
January 2022 Newsletter