In case you missed it in last month’s edition of Office Visit, the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey season is here. We all play an important role in shaping the member experience that is captured each year through CAHPS.
High CAHPS survey scores reflect positive relationships between providers and our members, and their ability to get timely, well-coordinated care. The survey questions are also a great way to make sure your patients take care of their health, including reminding them to get their flu vaccine this holiday season. Earlier in the season, we also emailed members to remind them to make an appointment for a flu vaccine.
As a provider, you are on the front lines of the patient experience, and your interaction has a direct impact on their responses to the CAHPS survey.
Here are some tips to help you provide exceptional patient care for our members:
- Two-way communication: Communicate in plain, easy-to-understand language. “Have you had a flu shot since July 1, 2025?” is one of the CAHPS questions. Remind your patients the importance of getting a flu vaccine.
- Equip patients with tools such as materials about health conditions. Implement reminder systems and let members view their health records.
- Explain the care provided and the proposed treatment plan in ways that are easy to understand. Listen carefully. Make sure patients also understand the care they receive from other providers.
- Assess the need for increased appointment availability. Consider offering same-day appointments, evening and weekend appointments, a nurse line after office hours, and virtual visits.
- 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 the member’s request.
Visit our Clinical Corner for more details and to find out how to improve your CAHPS scores.