The CAHPS Survey and Member Engagement

The CAHPS survey measures patients’ perception of their providers and their health insurance plan. We all play an important role in impacting your patients’ experiences. 

The quality of care you provide has a direct impact on their response to the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey. 

High CAHPS survey scores reflect positive relationships between our members and their providers and the ability to access timely well coordinated care. Here are some tips to help you provide the best care for your patients: 

Engage in two-way communication. Communicate in plain language. Explain the care provided and treatment plan in a way that is easy to understand. Listen carefully. Make sure patients also understand the care they receive from other providers. 

Evaluate the need for increased appointment availability. Consider offering same-day appointments, evening and weekend appointments, an after-hours nurse line, and virtual visits. 

Equip patients with tools. Give members material about their health conditions. Implement reminder systems and offer options to get their health records. 

Consider timeliness. Limit telephone hold times to under 15 minutes and keep patients informed if you are running behind schedule. Try to schedule well visits/routine physicals within four weeks and nonurgent sick visits within 48 to 72 hours of request. 

Learn more about CAHPS and how to improve your scores.