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.
2021 CAHPS® and QHP EES Survey Results
Highmark Inc. contracted with SPH Analytics, an independent research firm with CAHPS Survey Certification by the National Committee for Quality Assurance (NCQA) and Centers for Medicare and Medicaid Service (CMS), to conduct the annual Commercial, Medicare Advantage Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey, and the Qualified Health Plan Enrollee Experience Survey (EES).
The 2021 results are listed here.
Last updated on 3/30/2022 10:10:42 AM