At Blue Shield of California Promise Health Plan, we are guided by our mission and values, which encourage innovation and enable us to be a catalyst for constructive and transformational change. Blue Shield Promise’s Quality Improvement Program (QIP) is committed to promoting continuous and coordinated care in a patient-centered environment that recognizes the positive relationship between health education, a culture of wellness, an emphasis on prevention, and affordable healthcare.

Blue Shield Promise holds National Committee for Quality Assurance (NCQA) Health Plan Accreditation for its Medicare and Medicaid product lines.

The goal of the program is to ensure that we meet our promise of providing high quality care and service to our members. The program objectively and systematically monitors and evaluates the quality, appropriateness, and care and service outcome delivered to our members. The program provides mechanisms that pursue opportunities for improvement and problem resolution, and it measures many different parts of the care and services we offer. A formal evaluation of the Quality Improvement Program is performed annually. You can request the evaluation results by calling our Provider Services:

Phone:(800) 468-9935, 8 a.m. to 5 p.m., Monday through Friday.

QIP focus areas

Specific key elements of focus for the Quality Improvement Department may include but are not limited to:

  • Provider accessibility and availability
  • Provider satisfaction
  • Provider credentialing
  • Clinical practice guidelines
  • Under- and over-utilization
  • Adverse outcomes/sentinel events
  • Medical record-keeping practices
  • Healthcare Effectiveness Data and Information Set (HEDIS®) measurements
  • Facility site reviews
  • Member satisfaction and grievances
  • Timeliness of handling claims
  • High-risk and high-volume services

The performance of the program is measured via the following:

  • Studies to ensure that appointments are available
  • Studies to ensure that after-hours services are available
  • Studies to measure how long patients wait in the office for an appointment
  • Facility site reviews, including access for members with disabilities
  • Member satisfaction surveys
  • Provider satisfaction surveys
  • Analyses of clinical metrics and outcomes
    • Child and adolescent care
    • Cancer screenings
    • Management of chronic conditions
    • Prenatal and postpartum care

See more information on related policies and guidelines:
Access to care standards (PDF, 54 KB)
Medi-Cal HEDIS reference guide (PDF, 336 KB)
Facility site review guidelines (PDF, 10.4 MB)
Physical Accessibility Review Guidelines (PDF, 2.4 MB)
Health assessment guidelines

Programs and services

To achieve the Quality Improvement Program goals, Blue Shield Promise has developed multiple programs to assist its members in managing their health conditions and maintaining active and healthy lifestyles. These programs utilize clinical practice guidelines and include:

  • Population health management programs
  • Healthy Start Comprehensive Prenatal and Postpartum Program (Medi-Cal)
  • Asthma Program (Medi-Cal)
  • Congestive Heart Failure Program (Medi-Cal and Medicare)
  • Coronary Heart Disease Program (Medi-Cal)
  • Chronic Obstructive Pulmonary Disease (Medicare)

Quality Improvement Program annual evaluation results

View 2018 Quality Improvement Program evaluation results (PDF, 83 KB)