Sept. 24, 2025
One way we find gaps in care is through member surveys. Our Quality Improvement team regularly surveys members about their health care experiences. They ask about customer service, time spent in waiting rooms, how quickly their claims are settled, how effectively their providers manage their conditions and how they perceive their interaction with their health care expert.
Based on feedback we received from the survey, our members told us they appreciate it when their health care professional spends enough time with them, carefully listens to them and shows respect for their questions and needs.
Below is information from the Agency for Healthcare Research and Quality that may help encourage engagement and conversations with members:
- How shared decision-making impacts the member experience
- Why improve member experiences
We've also provided our members with information to encourage conversations with you.
The above material is for informational purposes only and is not a substitute for the independent medical judgment of a physician or other health care provider. Physicians and other health care providers are encouraged to use their own medical judgment based upon all available information and the condition of the patient in determining the appropriate course of treatment. References to other third-party sources or organizations are not a representation, warranty or endorsement of such organization. The fact that a service or treatment is described in this material, is not a guarantee that the service or treatment is a covered benefit and members should refer to their certificate of coverage for more details, including benefits, limitations and exclusions. Regardless of benefits, the final decision about any service or treatment is between the member and their health care provider.