September 2019

How Providers Impact Patient Satisfaction

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 experience and satisfaction. We use the results to identify opportunities for improvement.

The care you provide is critical and impacts CAHPS scores. Please note that the most important things you can do to impact patient satisfaction include:

Providing care that is evidence-based and focused on the specific needs and values of each patient
Asking patients what their top health concerns are
Speaking at a level your patients can understand by making conversations clear and simple
Educating patients on resources provided by BCBSTX

Below are examples of satisfaction categories and best practices:

Satisfaction Categories	Best Practice
Keeping members healthy and health promotion	Provide health education and resources to support behavior change.
Experience with doctors and the health plan, including access to care and resources	Provide information on where and how to access care during office hours and after hours, and what to do in case of an emergency.
Medications and shared decision making	To promote adherence with prescription medication, discuss the medication and its action. Make sure to include the patient in the prescription medication decision-making process.
Managing chronic conditions and care coordination	Provide support to patients with chronic conditions through coordination of their health care across providers and settings.

Our Case/Disease Management department for STAR, CHIP and STAR Kids members is available to assist members with more complex needs. If your patients need additional support, please call:

STAR KIDS: 1-877-301-4394
STAR/CHIP: 1-877-214-5630

We strive to exceed our goals through excellent patient care and aligning with quality initiatives. Please educate your patients and encourage them to participate in the survey so that we can continue to improve the care they receive.

Resources
Reference and review BCBSTX’s Preventive Care Guidelines and Clinical Practice Guidelines, and the Texas Health Steps for Providers website for more information on this and other important topics for treating your patients.