How Providers Can Improve Patient Satisfaction Scores
Annually, the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey is sent to Blue Cross and Blue Shield of Texas (BCBSTX) members to assess their health care satisfaction. BCBSTX uses the results to identify opportunities for providers to improve patient satisfaction.
Results
Customer Service rating improved from 89% in 2018 to 92% in 2019
Overall Rating of Health Care improved from 79% in 2018 to 80% in 2019
Health Promotion and Education improved from 69% to 71%
Example CAHPS survey questions:
Provider Communicates – Did your provider show respect, spend enough time and explain things in a way you could understand?
Care Coordination – Was your provider informed and up-to-date about the care you received from other providers?
Smoking Cessation – Did your provider ask if you smoke or use tobacco and if so, advise you to quit and discuss medications and strategies?
Improving Patient Satisfaction Scores The most important things providers can do to impact patient satisfaction include:
Give Care Quickly
Leave open appointments for sick visits and urgent appointments
Ensure patients understand the timeline for follow-up
Discuss how to access care after hours
Provide the Care They Need
Educate patients on the importance of preventative services
Follow up with specialists of patients to ensure continuity of care
Educate patients on resources provided by BCBSTX such as the Nurse Advice Line; suggest they visit our website
Communicate
Ask patients about their top health concerns
Keep conversations clear and simple
Use the teach-back method to ensure understanding
Keep Patients Healthy
Screen patients for risk factors and recommend appropriate lifestyle modifications
Complete and document any health assessment
Discuss the risks of tobacco use and recommend medication to assist in stopping
Recommend and/or administer the flu shot during flu season
Educate patients on Texas Health Steps requirements
Medications and Shared Decision-Making
Review and document all medications, including those ordered by other providers and over-the-counter medications
Discuss why the patient may need to stop taking a medication
Discuss patient’s preference in medication they feel is best for them
Manage Chronic Conditions and Care Coordination
Educate patients with diabetes and other chronic conditions on recommended monitoring
Discuss any coordination of careneeds for patients and connect them toBCBSTX care coordination resources; recommend they visit our website
Screen patients for depression and provide appropriate referrals to behavioral health resources
Follow up with patients after urgent care/emergency services
