The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey measures patient perception of both their doctor and their health plan. Your interaction with patients has a direct impact on your patients’ responses to the CAHPS survey.
High CAHPS survey scores reflect positive relationships between our members and providers and the ability for members to access timely, well-coordinated care.
Here are a few tips to provide the best care to your patients:
- Communicate in plain language: Explain the treatment plan or care provided to members in ways that are easy to understand. Listen carefully. Make sure patients understand care that they receive from other providers as well.
- Assess the need for increased appointment availability: Consider offering same-day appointments, accommodating patients on evenings and weekends, offering a nurse line for after hours, and using virtual visits.
- Equip patients with tools: Provide materials about health conditions. Implement reminder systems and allow members to view their health records.
- Consider timeliness: Limit telephone hold times. Limit wait time 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 non-urgent sick visits within 48 to 72 hours of request.
For more details and to find out more on how to improve your CAHPS scores visit:
emblemhealth.com/providers/clinical-corner/quality
Care/Case Management Programs:
EmblemHealth Clinical Practice Guidelines:
Community Presentations on Topic
JP 61585 03/2023
