Blue Cross and Blue Shield of New Mexico is committed to improving member experience and satisfaction with the health plan and its providers. To assess members’ satisfaction, BCBSNM evaluates data from the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey to identify opportunities for improving member satisfaction. The overall goal is to provide actionable performance feedback to help improve member experience. The goal is to meet or exceed the 2022 Quality Compass average. The 2023 (MY2022) Adult final survey sample included 1,755 members from the general population, of which 210 completed the survey. The 2023 (MY2022) NM Child CCC final survey sample included 4,014 members, of which 420 completed the survey.
| Adults – percent who said they were “always” or “usually” satisfied or rated 9 or 10 with: | 2022 | 2023 | Trend | Children and children with chronic conditions – percent who said they were “always” or “usually” satisfied or rated 9 or 10 with: | 2022 | 2023 | Trend |
| Getting care quickly | 79.7% |
77.4% |
↓ |
Getting care quickly | 83.2% |
85.4% |
↑ |
| Getting needed care | 76.9% |
73.6% |
↓ |
Getting needed care | 80.0% |
80.4% |
↑ |
| Rating of health plan | 72.2% |
63.9% |
↓ |
Rating of health plan | 68.3% |
69.7% |
↑ |
| How well doctors communicate | 88.1% |
91.8% |
↑ |
How well doctors communicate | 92.6% |
93.1% |
↑ |
| Rating of all health care | 56.6% |
60.6% |
↑ |
Rating of all health care | 60.0% |
66.4% |
↑ |
| Rating of personal doctor | 68.7% |
72.3% |
↑ |
Rating of personal doctor | 77.3% |
75.0% |
↓ |
| Rating of specialist seen most often | 75.3% |
63.5% |
↓ |
Rating of specialist seen most often | 73.9% |
75.7% |
↑ |
From the results, BCBSNM adult members reported higher satisfaction from the previous year reporting in the following composites: “How well doctors communicate”, “Rating of health care”, and “Rating of personal doctor.” BCBSNM thanks you for the quality of care and services you provide.
BCBSNM child members reported higher satisfaction from the previous year reporting in the following composites: “Getting care quickly”, “Getting needed care”, “Rating of health plan”, “How well doctors communicate”, “Rating of all health care”, and “Rating of specialist seen most often.”
Among both surveys, “How well doctors communicate” had reported an increase 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 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 overall CAHPS results. Please reach out to the BCBSNM Quality team at 855-699-0042 or email: qualityinquiry@bcbsnm.com. In 2024 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.