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CAHPS®/QHP EES Survey Results

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.

2021 CAHPS® and QHP EES Survey Results

Highmark Inc. contracted with SPH Analytics, an independent research firm with CAHPS Survey Certification by the National Committee for Quality Assurance (NCQA) and Centers for Medicare and Medicaid Service (CMS), to conduct the annual Commercial, Medicare Advantage Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey, and the Qualified Health Plan Enrollee Experience Survey (EES). 


Highmark Blue Cross Blue Shield of Western New York and BlueCross BlueShield of Western New York are trade names of Highmark Western and Northeastern New York Inc., an independent licensee of the Blue Cross Blue Shield Association.

Last updated on 7/15/2022 2:49:08 PM


Important Note: The source of the data contained in this publication is Quality Compass® 2021 and is used with the permission of the National Committee for Quality Assurance (NCQA). Quality Compass 2021 includes certain CAHPS data. Any data display, analysis, interpretation, or conclusion based on these data is solely that of the authors, and NCQA specifically disclaims responsibility for any such display, analysis, interpretation, or conclusion. Quality Compass® is a registered trademark of the National Committee for Quality Assurance (NCQA). CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).
Additional information related to 2021 CAHPS reporting: 
Per CMS guidance, 2020 Medicare product survey results were not reported or released for comparison.
CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).
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