We Value Your Feedback: Customer Survey Results

Throughout the year, Blue Cross and Blue Shield of Louisiana invites sample groups of customers to take surveys and give us feedback on their experience. This feedback is important to us and helps us to use data to identify strengths and weaknesses, target areas for improvement, and measure our progress.

One initiative is called the Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys. In the spring of each year, we ask our research partner, SPH Analytics, to survey a sample of customers by phone and mail. CAHPS surveys ask customers about their satisfaction and experience with various aspects of healthcare. Below is a snapshot of our overall scores from 2021.

Note: Scores displayed are the percentage of respondents who gave the category a positive rating, combined for all plan types within the line of business
Rating of Health Plan: “Using any number from 0 to 10, where 0 is the worst health plan possible and 10 is the best health plan possible, what number would you use to rate your health plan in the last 6 months?”
Rating of Health Care: “Using any number from 0 to 10, where 0 is the worst health care possible and 10 is the best health care possible, what number would you use to rate all your health care in the last 6 months?”
Rating of Personal Doctor: “Using any number from 0 to 10, where 0 is the worst personal doctor possible and 10 is the best personal doctor possible, what number would you use to rate your personal doctor?”
Rating of Specialist: “We want to know your rating of specialist you saw most often in the last 6 months. Using any number from 0 to 10, where 0 is the worst specialist possible and 10 is the best specialist possible, what number would you use to rate the specialist?”

In 2021, respondents told us they were satisfied with the accuracy and efficiency of our claims processing. We were also pleased to learn that most respondents were able to receive the care, tests, or treatments they needed. We are working to maintain these positive experiences for our customers.

We also learned that some respondents had trouble filling their prescriptions using their plan. Additionally, some respondents felt that their plan didn’t pay for their care as expected. Our team members are collaborating internally to create an action plan that will address these issues and improve the customer experience.