We conduct annual surveys as part of our Quality Improvement (QI) program to better understand the experiences of our members and the health care professionals who serve them. The 2021 survey results are now available and show the key clinical performance measures and percentage of plans by rating.
The 2021 member experience
For commercial plan members, we measure their experiences using the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey. The 2021 survey showed improvements in:
For Individual Exchange plan members, we measure their experiences using the Key Member Indicator (KMI) and Qualified Health Plan (QHP) Enrollee Experience surveys. The 2021 survey showed improvements in:
The 2021 health care professional experience
Physicians and practice managers had the highest levels of satisfaction in the following:
We’re currently working to improve satisfaction related to:
Please contact your provider advocate.