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Patient Review of Providers

The Patient Review of Providers feature gives Blue Cross & Blue Shield of Montana members the opportunity to provide feedback on their experiences with individual providers, including physicians, dentists, other health care professionals and facilities, as well as review other members’ feedback.

Review Summary

Each of five survey questions has five possible responses - from completely dissatisfied to very satisfied - and each is given a numerical value. Five is the highest level of satisfaction and one is the lowest level.  In addition, free form comments may be made.  The questions are as follows:

 # Topic   Question Response Type   Required Response
 1  Experience     "How would you rate your overall experience and satisfaction with this doctor?"  Point Scale (five-point scale)  Membe required to respond to Questions 1 and 2 in order to submit their review.
 2  Recommend  "Would you recommend this doctor to your friends/family?"  Yes/NO  Membe required to respond to Questions 1 and 2 in order to submit their review.
 3  Communication  "How well did the doctor communicate with you about your health concerns?"  Point Scale (five-point scale)  Optional
 4  Availability  "How would you rate the doctor's availability for your appointment?"  Point Scale (five-point scale)  Optional
 5  Environment  "How would you rate the doctor's overall practice environment?"  Point Scale (five-point scale)  Optional
 6  Comments  "Have additional comments to make about this doctor?"  Open Text Field  Optional

Member View Example

Member view when writing a review:

Member Accountability and Moderation

Our moderation process, combined with clear member accountability, are important safeguards to ensure responsible use of the feature.

The ability to submit a survey requires secure log-in with authentication of member participation with BCBSMT.

 

Blue members must verify they interacted with the provider before they can complete a review



If there are no comments made in response to question #6, results are posted immediately.  

The system contains an automatic filter for inappropriate words used in the comments field.  All comments containing such text will be rejected and an error message will be displayed to the user.  Once the automatic filter is passed, the comments are manually moderated. 

Therefore, if there are comments made in response to question #6, the results of the survey, including the comments, are published within 48 hours, allowing time to complete the   moderation process.   If any comments are found to be inappropriate through the moderation process, the entire survey will be rejected, and none of the results of that particular survey are displayed. 

Display of Results 

A summary star rating is displayed, which is an aggregate of the available individual ratings for overall patient experience and includes a breakdown by the level of satisfaction. 

 

Blue members can see the number of reviews available and the percentage recommending the provider.

 

 
 
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