Blue Cross Values Your Feedback: 2023 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 we use the 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, Qualtrics, 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 2023.

*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 the 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 2023, respondents told us they were satisfied with the accuracy and efficiency of our claims processing. We were pleased to learn that most respondents were able to fill out forms with ease. We are working to maintain these positive experiences for our customers.

We also learned that some respondents had trouble scheduling appointments with specialists and getting routine care. Additionally, some respondents felt that their plan did not provide the information they needed. Our team members are working with other Blue Cross staff to create an action plan to address these issues and improve the customer experience.