Children with chronic conditions—percent who said they were “always” or “usually” satisfied with: 2024 2025 Getting care quickly 81.33% 87.87% Getting needed care 87.27% 84.55% Customer service 86.96% 88.53% Rating of health plan 72.59% 71.62% Rating of all health care 61.48% 63.09% Rating of personal doctor 71.84% 71.96% Rating of specialist seen most often 71.43% 64.29% Coordination of care 77.05% 81.54% How well doctors communicate 91.13% 92.17% Member Services: 866-689-1523 (TTY: 711) Hours: Monday through Friday, 8 a.m. to 5 p.m. MT Weekends and holidays: Closed If you call after hours, please leave a message. Your call will be returned the next business day. Care Coordination: 877-232-5518 (press 3 and then press 2) (TTY: 711) The role of the Care Coordinator is to help members with special health care needs, whether at home, in a skilled nursing facility, or in the hospital. If you believe you or your child has special physical, behavioral, and/or long-term health care needs, please call the number listed above. 24/7 Nurseline/Audio Health Library: 877-213-2567 (TTY: 711) Need to know if an injury should be checked? Worried about your child’s fever? Get answers to your health questions 24 hours a day, 7 days a week, by calling the 24/7 Nurseline and talking with a registered nurse. The nurse can help you decide what to do. There is also a phone library of more than 300 health topics available through the 24/7 Nurseline. Many of the topics are offered in Spanish. For medical emergencies, dial 911. For urgent care, you can go to an urgent care provider. See the Turquoise Care provider directory for a list. Or call Member Services at 866-689-1523 (TTY: 711). ModivCare®: 866-913-4342 (TTY: 866-288-3133) Hours: Monday through Friday, 8 a.m. to 5 p.m. MT Call for non-emergency medical transportation. Do you need after-hours transportation or a ride home from your appointment? Call Ride Assist at 866-418-9829 (TTY: 866-288-3133). Ride Assist is available 24 hours a day, 7 days a week. Ombudsman Specialist: 888-243-1134 (TTY: 711) The Ombudsman Specialist explores unresolved problems and deals with them fairly. The ombudsman advocates for your rights. This is done by using Medicaid guidelines and BCBSNM resources to help you. The ombudsman is independent from BCBSNM management. 988 Suicide & Crisis Lifeline: Call or text 988 or visit 988lifeline.org/chat to chat, available 24 hours a day, 7 days a week. ModivCare is an independent company that has contracted with Blue Cross and Blue Shield of New Mexico to provide transportation services for members with coverage through BCBSNM. BCBSNM makes no endorsement, representations, or warranties regarding third-party vendors and the products and services offered by them. Keep these Turquoise Care phone numbers handy clip and save! —Continued from page 7 Measuring member outcomes BCBSNM cares about you and the care you receive. BCBSNM continuous quality improvement efforts try to improve your health and satisfaction. Your satisfaction is important to BCBSNM. BCBSNM can make changes that address your concerns. BCBSNM wants to ensure that you get the care you need when you need it. You may be picked to complete a satisfaction survey. This happens every year during the springtime. If you are selected to take the survey, BCBSNM hopes you will have the time to answer the satisfaction survey. You can complete the survey you got by mail or by telephone. You can also complete the survey online. Your feedback helps BCBSNM improve the care you receive. You can always tell BCBSNM about your satisfaction and/or experience. You can call Member Services at 866-689-1523 (TTY: 711). 8 Blue for Your Health Winter 2026
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