Drive Patient Satisfaction
By Lisa Holden, RN
February 10, 2021
The growing use of the Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys has created a need for strategies that health plans, medical groups, physician practices, and other organizations can use to improve patients’ experiences with care. For medical professionals, it is important to understand and address the key composites of the survey when caring for patients.
The CAHPS survey is made up of four core topics:
It is important to remember that CAHPS survey does not measure customer satisfaction but instead measures how patients perceived aspects of their care, how you made them feel, and the quality of care that you provided.
Additionally, you may not be familiar with how the CAHPS Survey can affect your bottom line. Here are a few important facts to recognize:
Independent Care Health Plan looked at the 2020 CAHPS beta survey and identified some key strategies that you will want to address:
For additional information and ideas for improving the patient’s experience, we encourage you to utilize The CAHPS Ambulatory Care Improvement Guide.
Understandably, health care organizations have a multitude of priorities and limited resources to work with. However, implementing the right strategies for your organization will improve patient-provider interactions.
References: The CAHPS Ambulatory Care Improvement Guide by Agency for Healthcare Research and Quality, December 2017.
H2237_IC2584_C Last Updated 02/10/2021
Lisa Holden - RN
Lisa Holden is iCare's Vice President of Accountable Care. Over the past thirty years, she has been focused on education and advocacy for underserved individuals and communities.
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