WHAT IS CAHPS®?
The Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey is a patient experience survey regarding the patient’s interactions and experience with their providers and health plan. The questions focus on how patients perceived key aspects of their care, including access to care and conversations with health care providers.
The survey is conducted annually from March through May and completed by Medicare patients or their designated representative. Survey results contribute to 35% of the Medicare Star Rating.
AdventHealth Advantage Plans conducts a “simulation” CAHPS® survey to gather additional information. In January, these patients will receive a welcome letter that also lets them know that they may receive a CAHPS® survey and how their survey answers would help providers improve. Below are some topics patients will be asked about that can be directly impacted by you and your staff:
- Annual Flu Vaccine
- Care Coordination
- Getting Appointments and Care Quickly
- Getting Needed Care
- Getting Needed Prescription Drugs
- Rating of Healthcare Quality
What can Providers do?
Focus on CAHPS® measures that you directly impact.
Office presentation – Patients notice the cleanliness of the office and exam rooms, including the availability of hand sanitizers and chairs being spaced out enough.
Wait times – The amount of time a patient spends waiting in the lobby after check-in and the overall time until they see their provider.
Getting needed care – Quick and easy to understand test results, medications ordered timely, and promptly scheduled tests and other specialist appointments.
Communication – Discuss the patient's current health and medications during visits and specifically ask questions the member may not think to ask or may be uncomfortable asking about. They want to feel sure their providers are up to date on the member’s specialty care.