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Member Experience Surveys

Consumer Assessment of Healthcare Providers and Systems (CAHPS)®

CAHPS® is an annual survey, mandated by the Centers for Medicare & Medicaid Services (CMS), that asks health plan members about their experiences and satisfaction with their providers, access to care, and the health plan.

A random sample of members, both adults and caregivers of children, receive the survey between February and May.

Members receive the survey via:

  • Mail - paper survey with cover letter that includes URL & QR Code options
  • Email
  • Phone follow-up - if member hasn't returned the paper copy or electronic copy

Why the CAHPS Survey is important to you

  • CAHPS® survey scores are publicly reported and compared across the industry, influencing individuals to seek coverage and care from the highest performing physicians and health plans.
  • Trust and communication between providers and their patients can improve clinical outcomes, patient adherence, and patient safety.
  • Patients’ interactions with their providers directly impact their healthcare experience and perception of quality care. By focusing on patient satisfaction with each visit, you help provide a positive experience year-round.
  • We partner with you to help improve patients’ experiences and raise quality scores on Consumer Assessment of Healthcare Providers and Systems (CAHPS®) measures.

CAHPS topics about providers include:

  • Access to Care - Getting Care Quickly
    • Got care as soon as needed when care was needed right away (urgent care)
    • Got check-up/routine care appointment as soon as needed (routine care)
  • Access to Care - Getting Needed Care
    • Ease of getting care, tests, or treatments needed
    • Getting appointment with a specialist as soon as you needed
  • How Well Doctors Communicate
    • Personal doctor explained things in an understandable way
    • Personal doctor listened carefully to you
    • Personal doctor showed respect for what you had to say
    • Personal doctor spent enough time with you
  • Coordination of Care between their PCP and specialists
  • Overall rating of their health care
  • Overall rating of their personal doctor
  • Overall rating of their specialist

Tips for improving provider-related scores and more information around CAHPS