Blue Cross and Blue Shield of Oklahoma conducts an ongoing phone survey to find out what our members think about their health plan.

Every month, members are asked about their interaction with their health plan and their doctors and hospitals.

We use survey results to improve quality in areas that are important to our members. The survey program also gives us an internal competitive standard that we use to judge our progress over time.

The following chart shows how members rated their health plan, doctor and hospital experiences in 2017. The numbers in the chart represent the percentage of surveyed members who gave the category a positive rating.

2017 Customer Satisfaction Survey

January — December 2017

 

HMO

PPO

All

Overall Evaluation

93

90

89

Overall Customer Service

91

84

84

Time to Reach Service Representative

87

83

82

Waiting Room Time

96

89

89

Referral Process

87

N/A

88

Timely Paid Claims

89

91

90

Health & Wellness Information — Availability

89

83

82

Health & Wellness Information — Trustworthiness

95

86

86

Condition Management — Overall

*

91

91

Condition Management — Ease of Participation

*

92

92

Likelihood to Recommend

91

88

87

Likelihood to Stay Enrolled

91

88

87