CareFirst BlueCross BlueShield (CareFirst) has solidified itself as one of the largest not-for-profit healthcare companies in the United States, employing more than 9,000 employees and contractors and serving 3.46 million members in Maryland, Washington, D.C., Northern Virginia, and beyond .
Our mission and values shape how we go about our work. How we do our jobs and treat each other is just as important as what we accomplish—and our commitment to our values requires the dedication and support of the entire organization.
"As CareFirst employees, we all have a duty to speak up when we see something that doesn’t feel right. We will learn from that as an organization and continue to move forward together."
Brian D. Pieninck, President and CEO, CareFirst
Our 2024 Annual Speak Up Report offers insight to our compliance and ethics processes. It highlights key trends and statistics from 2023 regarding reporting, investigating and remediating concerns. This report reflects our high standards for governance, compliance and ethical behavior, which remain fundamental to our core values and help us deliver on our mission to provide affordable, accessible and quality healthcare to everyone in our service area.
Every workforce member at CareFirst must remain grounded in the values that have sustained our reputation as World's Most Ethical Companies Honoree® for twelve consecutive years. Our 2024 Speak Up Report reinforces our commitment to providing a safe space, free from retaliation, where the workforce knows we hear them. We can each have influence in contributing to an ethical and transparent culture.
2023 Key Highlights
Investigations
All reported issues are taken seriously and investigated to determine their context and cause, and find a solution when necessary. Additionally, investigations seek to identify any underlying issues or opportunities for improvement. Reporting issues is essential for a compliant and ethical culture.
Of the 107 investigations conducted in 2023:
- 47% were identified as substantiated, meaning part or all of the concern raised could be proven with reasonable certainty. A high substantiation rate reflects a well-informed workforce making high-quality reports, coupled with effective investigation processes.
- 35% of concerns were reported anonymously. A lower anonymity rate signals reporters have confidence and trust the system without fear of retaliation.
- 3% of concerns were reported via the Ethics & Compliance Hotline phone number, 59% were reported via the Ethics & Compliance Hotline web intake site, and 38% were reported directly to the Ethics & Compliance Office or Human Resources.
Employee Perception Survey
Every year, the Ethics & Compliance Office facilitates a survey to evaluate workforce perception of the CareFirst compliance and ethics culture. The results are used to measure our ability to detect and prevent misconduct and our workforce’s awareness of resources. It also helps identify opportunities for improvement and guide compliance and ethics efforts for the following year.
According to the 2023 Ethics and Compliance Perception Survey:
- 72.8% of respondents agreed that the company enforces its non-retaliation policy.
- 87.3% of respondents believed their manager complies with the non-retaliation policy.
- 94.2% of respondents said they knew how to make an anonymous report regarding wrongdoing or unethical behavior.
- 72.7% of respondents said the company manages ethical problems completely and appropriately.
