Jan. 26, 2026
In March, the annual Consumer Assessment of Healthcare Providers and Systems survey begins for our members in Medicare Advantage and prescription drug plans. The CAHPS® survey asks members to rate their experiences with their health care providers and plans during the previous six months. It is sent by independent company Press Ganey to a random sample of members from March through June.
If you get questions from members who have received the survey, please encourage them to respond. Survey topics our members may discuss with you include:
- Annual flu and pneumonia vaccines
- Ease of getting needed care and seeing specialists
- Getting appointments and care quickly
- Clear communication with providers
- Help with smoking cessation
The survey measures important aspects of care from the patient perspective, including how our members interact with you. Responses obtained from the survey influence the CMS Star Ratings, which rate Medicare Advantage plans on a scale from one to five stars.
How you may affect results: Following are tips to consider to support positive member experiences.
Access to care
- Leave openings for sick visits and urgent appointments
- Discuss how to access telehealth services and after-hours care
- Follow up with members’ specialists to ensure continuity of care
Communications
- Ask members about their top health concerns
- Keep conversations clear and simple
- Follow up after urgent or emergency care
Preventive care
- Recommend or administer the flu shot during flu season
- Educate members on preventive services, chronic conditions and ongoing care
- Screen members for risk factors, like tobacco use, and recommend appropriate lifestyle changes
- Complete and document any health assessments
- Identify and follow up with members who haven’t visited in the past year
Refer to our flyer for more details on CAHPS. Learn more about patient experiences from the Agency for Healthcare Research and Quality.
CAHPS is a registered trademark of the Agency for Healthcare Research and Quality.
Press Ganey is an independent company that provides technology and analytics services for Blue Cross and Blue Shield of Oklahoma.