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.
2020 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 2020 surveys revealed that members continue to rate the health plan highly when compared to other commercial health plans nationally.
The 2020 results are listed here.
Last updated on 5/10/2021