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Improving Patient Satisfaction with the Consumer Assessment of Healthcare Providers and Systems (CAHPS)

What is CAHPS?

The Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey is a patient satisfaction survey that affects CMS star ratings. It is typically conducted from March through June, and completed by the Medicare patient or his/her designated representative. 

Tips for Physicians

  • Ask the patient if he/she has seen another provider. If you know the patient received specialty care, mention this and discuss, as needed, including what other prescription drugs he/she may be taking.
  • Tell your patient when to expect results and who will provide the results.
  • Improve patient satisfaction with communication. Make sure your patient knows that you have all the important information about his/her medical history.
  • Educate your staff about these questions in order to improve patient interactions.
  • Be sure to include patient caregivers in these conversations. 

Tips for Office Staff

  • Ensure that a few appointments are available each day to accommodate urgent visits including post inpatient discharge visits.
  • Offer appointments with a nurse practitioner or physician’s assistant to patients who want to be seen on short notice but cannot be seen by their physician.
  • Encourage patients to make their routine appointments for checkups or follow-up visits in advance.
  • Be proactive and call patients months in advance to schedule tests, screenings, or physicals. Don’t wait for the patient to call.

Download a flyer, which includes the above information that you can hand out to your staff. Additional information on the CAHPS® survey is available on www.ahrq.gov