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Member satisfaction survey results are in
Member satisfaction surveys are conducted annually for Blue Cross Blue Shield of Michigan's PPO members enrolled in Blue Preferred® and Community BlueSM health plans. The tool used to measure member satisfaction with their PPO health plan is the Consumer Assessment of Healthcare Providers and Systems, or CAHPS®, survey.
Results of the survey's four composite measures reflect a steady increase in member satisfaction. Illustrated below are the results of the four composite measures from 2007 and 2008 CAHPS® surveys.
| Composite measures | 2008 | 2007 |
|---|---|---|
| Getting needed care | 91% | 89% |
| Getting care quickly | 91% | 90% |
| Customer service | 82% | 80% |
| Claims processing | 93% | 90% |
