Answers to FAQs about Blue Cross and BCN patient experience survey now available

Blue Cross Blue Shield of Michigan and Blue Care Network are launching a new Medicare Advantage member survey in June 2021 to assess patient experience. Answers to frequently asked questions are now available, and include information about the survey process, sampling and reporting.

Our research shows positive member experiences at the point of care drive strong provider relationships and affect health outcome perceptions. And member perceptions are a crucial component of Centers for Medicare & Medicaid Services Star Ratings of health plans. Strong Star performance allows us to deliver affordable Medicare Advantage benefits to your patients.

The nationally recognized Clinician and Group Consumer Assessment of Healthcare Providers and Systems, or CG-CAHPS, survey protocol will be administered to gather patient feedback about specific care experiences with providers and their office staff. Key survey topics include provider communication, care coordination and access to care.

Approximately 7% of Medicare Plus Blue℠ and BCN Advantage℠ members will be randomly invited to take the survey annually. These members are eligible for the survey if our claims data indicates they’ve had a care experience within the past 45 days with a primary care provider or one of five coordinated care specialists:

• Cardiologists
• Endocrinologists
• Nephrologists
• Oncologists
• Pulmonologists

Results will allow Blue Cross to monitor patient experience ratings across provider organizations as one of many elements that inform overall performance measurement. We’ll also share the results with provider organizations, including comparisons to national benchmarks.

A CMS-certified vendor will began administering the mailed survey in June 2021, with online and phone completion options. Monthly mailings will be ongoing.