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2021 Horizon BCBSNJ CAHPS results

These surveys cover topics that are important to consumers and focus on different areas of quality that consumers have experience with, such as the communication skills of providers and ease of access to health care services.

2021 CAHPS Results: Medicare HMO 2021 Results 2021 CMS National Data Benchmark
Getting Needed Care Composite (always/usually response) 85.2% ND
Getting Appointments and Care Quickly Composite (always/usually response) 76.5% ND
How Well Doctors Communicate Composite (always/usually response) 92.9% ND
Customer Service (always/usually response) 87.9% ND

 

2021 CAHPS Results: Medicare PPO 2021 Results 2021 CMS National Data Benchmark
Getting Needed Care Composite (always/usually response) 83.4% ND
Getting Appointments and Care Quickly Composite (always/usually response) 77.5% ND
How Well Doctors Communicate Composite (always/usually response) 93.6% ND
Customer Service (always/usually response) 84.2% ND

 

2021 CAHPS Survey Results: HMO/POS/DA 2021 Results 2021 National Average
Claims Processing Composite (always/usually response) 92.2% 90.61%
Customer Service Composite (always/usually response) 92.2% 89.68%
Getting Care Quickly Composite (always/usually response) 86.6% 86.57%
Getting Needed Care Composite (always/usually response) 88.4% 87.81%
How Well Doctors Communicate Composite (always/usually response) 97.6% 95.9%

 

2021 CAHPS Survey Results: PPO/EPO 2021 Results 2021 National Average
Claims Processing Composite (always/usually response) 89.3% 90.61%
Customer Service Composite (always/usually response) 84.5% 89.68%
Getting Care Quickly Composite (always/usually response) 87.2% 86.57%
Getting Needed Care Composite (always/usually response) 88.8% 87.81%
How Well Doctors Communicate Composite (always/usually response) 98.6% 95.9%

CAHPS® is a registered trademark of the Agency of Healthcare Research and Quality.

An Independent Licensee of the Blue Cross Blue Shield Association.

The composites consist of several questions that roll up to form the composite score. Questions that feed into the composites have four answer categories – Always, Usually, Sometimes and Never. Generally, the percentages represent the percent of people who rated a question “Always” or “Usually”. In addition, national benchmarks are shown for comparison purposes.

Claims Processing

  • Claims handled quickly
  • Claims handled correctly

Customer Service

  • Getting information/help from customer service
  • Treated with courtesy and respect by customer service staff

Getting Care Quickly

  • Obtained needed care right away
  • Getting appointment for a check-up or routine care as soon as needed

Getting Appointments and Care Quickly

  • Obtained needed care right away
  • Getting appointment for a check-up or routine care as soon as needed
  • Seeing the person you came to see within 15 minutes of appointment time

Getting Needed Care

  • Ease of getting care, tests or treatment needed
  • Obtaining appointment with specialist as soon as needed

How Well Doctors Communicate

  • Doctors explained things in an understandable way
  • Doctors listened carefully to you
  • Doctors showed respect for what you had to say
  • Doctors spent enough time with you