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CAHPS Survey

CAHPS Survey's Importance to You

The 2021 CAHPS® (Consumer Assessment of Healthcare Providers and Systems) survey began delivering in February and will continue through May. Now is the time that providers and their care teams can make an impact on how patients may respond to the surveys.

Why is CAHPS important to providers?

  • 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.

What kind of questions are asked about providers?

  • Your patients may be asked questions related to how well their doctors communicate with them and if they feel their doctor listens and explains things in a way that is easy to understand.
  • They are also asked about the coordination of care between their PCP and specialists, as well as give an overall rating of their health care, their personal doctor, and their specialist.


What kind of questions are asked about timeliness of care?

  • Patients’ perception of the timeliness of getting the care they need is very important to keep in mind.
  • Your patients may be asked how often they were able to get care, tests or treatments or get an appointment they needed in a timeframe that was acceptable to them. Keeping the applicable appointment timeliness standards in mind is key in ensuring patients get the care they need in a timely manner.  

Tips for CAHPS

Action

Survey Category

Details

Remind members to complete the CAHPS Survey.

CAHPS Response Rate

  • CAHPS is distributed to members by line of business according to the timeline below:
    • Medicaid (Adult and Child): February – May
    • Medicare: April – June
    • Marketplace: February – May
  • Have front desk staff remind members/patients to complete the survey upon arrival to appointments.

Improve patient communication during office visits.

  • How Well my Doctor Communicates
  • PCP Rating
  • Specialist Rating
  • Ask members/patients if they understand the treatment plan and how to use medications at the end of visits.
  • Communicate changes in medications and treatment plans.

Monitor appointment time frames quarterly to determine whether they are within standard guidelines.

  • Getting Needed Care
  • Getting Care Quickly
  • Create reporting to monitor efficiency in obtaining appointments for well visits.
  • Consider alternatives when well visits exceed 6 – 8 week wait for well visit.

Update Buckeye on changes to your office as soon as possible.

  • Rating of Health Plan
  • Rating of PCP
  • Rating of Specialist
  • Getting Needed Care
  • Notify Buckeye Health Plan as soon as possible about changes in the following:
    • Office Hours
    • Provider Terminations
    • Updated telephone and/or fax numbers
    • Specialty Licenses or Special Experience.