Blue Cross and Blue Shield of New Mexico (BCBSNM) surveys on an annual basis its’ members on their experience with their providers and the health plan. BCBSNM uses the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey. This survey is designed to give members the opportunity to rate the services offered by BCBSNM and the health care provided by our network of contracted providers.
Adults – percent who said they were “always” or “usually” satisfied with: |
2021 |
2022 |
Trend |
Children and children with chronic conditions – percent who said they were “always” or “usually” satisfied with: |
2021 |
2022 |
Trend |
Getting care quickly |
79.0% |
79.7% |
↑ |
Getting care quickly |
86.8% |
83.2% |
↓ |
Getting needed care |
81.1% |
76.9% |
↓ |
Getting needed care |
77.8% |
80.0% |
↑ |
Rating of health plan |
60.0% |
72.2% |
↑
|
Rating of health plan |
85.4% |
83.1% |
↓ |
How well doctors communicate |
93.0% |
88.1% |
↓ |
How well doctors communicate |
93.4% |
92.6% |
↓ |
Rating of all health care |
75.8% |
76.0% |
↑ |
Rating of all health care |
86.1% |
88.0% |
↑ |
Rating of personal doctor |
82.5% |
80.7% |
↓ |
Rating of personal doctor |
89.4% |
90.7% |
↑ |
Rating of specialist seen most often |
59.5% |
75.3% |
↑ |
Rating of specialist seen most often |
61.3% |
73.9% |
↑ |
From the results, BCBSNM adult members reported higher satisfaction from the previous year reporting in the following composites: “getting care quickly”, “rating of health plan”, “rating of health care” and “rating of specialist seen most often.”. We thank you for the quality of care and services you provide.
From the results, BCBSNM child members reported higher satisfaction from the previous year reporting in the following composites: “getting needed care”, “rating of all health care”, “rating of personal doctor” and “rating of specialist seen most often.”
Among both surveys, “How well doctors communicate” had reported decrease in satisfaction year over year.
With contributions from all BCBSNM departments, the quality team is analyzing the survey results. BCBSNM needs your help in improving the member experience for both our adult and child members. Your contributions as a provider to these efforts are invaluable. Please consider sharing your ideas about our members’ experiences and your thoughts about how BCBSNM can collaborate with you to improve our overall CAHPS results. Please reach out to the BCBSNM Quality team at 855-699-0042 or email: qualityinquiry@bcbsnm.com. In 2023 and beyond, together we will continue to improve the member experience.
About CAHPS: CAHPS survey results are used in National Committee for Quality Assurance (NCQA) health plan performance reports, health plan accreditation decisions and to create national benchmarks for care. BCBSNM encourages providers to learn more about CAHPS by visiting the CAHPS Web site.
CAHPS is a registered trademark of the Agency for Healthcare Research and Quality.