August 2022

Blue Review Readership Survey: Your Ideas and Input in Action

We’re grateful to all providers who took the time to respond to our annual year-end Blue Review readership survey. Before we move forward with this year’s survey, we wanted to share our “report card” – how we performed and what we’ve been doing to improve, based on your ratings and feedback.

What You Told Us in 2021
The 2021 survey included several questions for you to rate our performance in various areas. In general, the results show that, when providers receive and have time to read it, information in the Blue Review is valuable. Compared to 2019/2020, 2021 ratings were slightly higher for:

• Article quality and relevance
• User friendliness of format
• Sufficient links to related resources for more information

The 2021 survey also included two open-ended questions for write-in comments. A large portion of survey participants identified themselves as office/billing staff. There were several requests for:

• More “how-to” content
• Details on whom to contact and when
• Tips on how to get answers quickly

Fewer participants identified themselves as physicians or other health care providers. We flagged some recurring themes to better understand the provider perspective (comments are paraphrased): 

• Providers are busy and insurance is complex.
• Vague language is frustrating. Providers need to know details and potential impact.
• Sometimes, even though processes are followed, providers don’t get the anticipated result.

How We’ve Responded in 2022
We want you to know that we take all feedback very seriously. Your ratings, ideas and input last year helped us identify areas for improvement in 2022. Some examples are listed below.

This year, in response to 2021 survey feedback on article content, we:

• Added more articles in the Claims and Coding category
• Increased links to helpful resources for more information
• Emphasized electronic options and self-service tools
• Added more articles on behavioral health and resources to share with our members
• Introduced a quarterly Provider Network Consultant Hot Topics Summary to re-cap top questions and answers, and promote monthly provider education webinars

We also considered article structure and ways to reorganize to help different types of providers navigate to content they find valuable. With this objective in mind, as we announced in our July Blue Review,

• We transitioned one formercolumn – Dr. Derek Robinson’s CMO Perspective –to a new blog forum on our Provider website.
• The online CMO Perspective isn’t limited to a monthly publication schedule, enabling more immediacy on certain topics, and using a peer-to-peer approach.
• We’ll continue to include quick summaries in the Blue Review, with links to the most recent blog entries from our vice president and chief medical officer.

Even if you haven’t noticed these changes as we’ve made them throughout 2022, we hope these improvements add up to a more enjoyable experience overall for you and other Blue Review readers.