Consumer Assessment of Healthcare Providers and Systems Survey Guide

This document is a guide on the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey, which is conducted annually by the Centers for Medicare & Medicaid Services (CMS). The CAHPS survey aims to gather feedback from Medicare Advantage patients regarding their experiences with healthcare providers and health plans. The survey focuses on patient perceptions of care rather than satisfaction levels. It is conducted between March and June each year, assessing experiences over the previous six months. The guide outlines the significance of the CAHPS survey, noting that positive patient experiences correlate with improved clinical outcomes and reduced business risks. It details three key measures that the Premera Patient Experience team is working to enhance: Getting Care Quickly, Getting Needed Care, and Coordination of Care. For each measure, sample questions from the survey are provided along with practical tips for providers to improve patient experiences and outcomes.