Annual member satisfaction surveys are conducted, using a statistically valid sample of the membership, to ensure that the plan identifies potential areas for service quality improvements.
Results of the survey are reviewed by Clinical Services - Quality and internal ad-hoc workgroups. The findings are then reported to the Care Management and Quality Management Council. Member satisfaction is also monitored through review of member dissatisfactions, complaints, and appeals.
2019 CAHPS® and QHP EES survey results
Highmark contracted with SPH Analytics, an independent research firm certified by the National Committee for Quality Assurance (NCQA®) and Centers for Medicare and Medicaid Service (CMS), to conduct the annual Commercial and Medicare Advantage Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey and the Qualified Health Plan Enrollee Experience Survey (EES).
The surveys are used to evaluate the overall experiences of our members and to identify areas of improvement. The results of the 2019 surveys revealed that members continue to rate the health plan highly when compared to other commercial health plans nationally.
The 2019 results are listed here
Important Note: The source of the National Average data contained in this publication is from Quality Compass® 2019 and is used with the permission of NCQA®. Quality Compass 2019 includes certain CAHPS® data. Any data display, analysis, interpretation, or conclusion based on these data is solely that of the authors, and NCQA specifically disclaims responsibility for any such display, analysis, interpretation, or conclusion.
Quality Compass® is a registered trademark of the National Committee for Quality Assurance.
NCQA® is a registered trademark of the National Committee for Quality Assurance.
CAHPS®, Consumer Assessment of Healthcare Providers and Systems, is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).
Additional information related to 2020 CAHPS reporting requirements and Covid-19 per NCQA®: https://www.ncqa.org/covid/
Per CMS guidance, 2020 Medicare product survey results will not be reported or released.