Blue Cross and Blue Shield of Louisiana Invites Customers to Respond to Survey About Health Experiences

Feb. 26, 2016

BATON ROUGE, LA.—Blue Cross customers in Louisiana will soon get a chance to affect  the quality of their healthcare and the customer service they receive from the company—if they respond to an upcoming survey about their experiences.

In the coming weeks, a random selection of Blue Cross and Blue Shield of Louisiana customers will be asked to take a survey about their healthcare experiences. The survey is part of a national effort to help health insurance companies improve service and see trends in the care consumers are receiving across the country.

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys ask consumers and patients to report on and evaluate their healthcare experiences with providers and insurers. The surveys cover topics that are important to consumers and focus on the aspects of healthcare quality that consumers can best comment on, such as the communication skills of providers and the ease of access to healthcare services.

“We’re just asking all of our customers: If you get a CAHPS survey in the mail, please take the time to fill it out and return it,” said Brian Keller, chief marketing officer at Blue Cross. “Your answers will help us see ways we can improve our service to you—and ways we can help improve the care you get from your doctors.”

The surveys will be mailed to a random selection of Blue Cross customers in late February and are due back by April 25.

CAHPS surveys have standard methods of analysis, reporting and procedures. These standards support valid comparisons and benchmarking across healthcare settings and over time.

The answers from those who respond to the survey are not shared directly with insurers. Instead, the information is pooled with that of other survey respondents, which protects their privacy. Blue Cross has contracted with SPH Analytics to conduct the survey.

About Blue Cross and Blue Shield of Louisiana
Founded in New Orleans in 1934, Blue Cross and Blue Shield of Louisiana is a tax-paying nonprofit health insurer. We are a private company, mutually owned by our policyholders, with an independent Louisiana Board of Directors and no shareholders. We are an independent licensee of the Blue Cross and Blue Shield Association.

Blue Cross and Blue Shield of Louisiana is committed to improving the health and lives of all Louisianians. With our subsidiaries, HMO Louisiana and Southern National Life, we provide group and individual health insurance plans, life and disability insurance, group voluntary products and administrative services to one out of four Louisiana residents. We’re the only Louisiana insurer that offers plans in every parish. We also provide every customer with comprehensive wellness education, programs and services to help them live healthier lives. Headquartered in Baton Rouge, we have eight regional offices to serve our customers around the state.

Blue Cross and Blue Shield of Louisiana is dedicated to transforming the healthcare industry in Louisiana into one that delivers high-quality health outcomes for our customers with top-notch service at more affordable costs. Our reputation for exceptional service and prompt payments, as well as the hard work of our 200+ in-house doctors, nurses, pharmacists, social workers and dietitians, keeps both customer and provider satisfaction high. Surveys by the Louisiana State Medical Society and the Louisiana Hospital Association consistently rank Blue Cross the best company providers do business with.

Blue Cross is deeply committed to the communities we serve. We invest both time and money in the health and wellbeing of Louisiana children by supporting more than 200 charitable organizations. We invite and encourage all Louisianians to visit our website or talk to us on social media through our online hub.