Patient experience survey launches in June

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.

Our research shows that 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 the Centers for Medicare & Medicaid Services Star Ratings of health plans. Strong Star Ratings performance allows us to deliver affordable Medicare Advantage benefits to your patients.

The nationally recognized Clinician & Group Consumer Assessment of Healthcare Providers and Systems, or CG‑CAHPS, survey protocol will be used 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^SM and BCN Advantage^SM members will be randomly invited to take the survey annually. These members will be eligible for the survey if our claims data shows they’ve had a care experience within the past 45 days with a primary care provider or one of five coordinated care specialists:

• Cardiologist
• Endocrinologist
• Nephrologist
• Oncologist
• Pulmonologist

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

A CMS‑certified vendor will mail the survey beginning in June 2021, with online and phone completion options. Monthly mailings will then be ongoing.