How do you know? How do your patients and clients evaluate your practice? And how do you put that feedback into meaningful perspective?
What is CAHPS? The Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys give you a way to assess and benchmark your practice or plan against others in your industry, both regionally and nationally in the U.S. A multi-year initiative of the Agency for Healthcare Research and Quality (AHRQ), CAHPS produces standard surveys of patients’ experiences and supports the use of the survey results for public reporting and quality improvement.
As a medical or dental healthcare or insurance provider, you can use the H-CAHPS (Hospital CAHPS) or CAHPS Questionnaire to gather feedback regularly from your patients and clients—after each office visit or hospital stay or every 12 months, for example. Comparing your results with the aggregated data for providers in your region and across the nation can then help you focus your efforts on continuous improvement of patient or customer care.
Just create a FREE account, and you can create CAHPS patient visit surveys in minutes. Or get started with one of our other CAHPS survey templates:
CAHPS survey questions capture patients’ and customers’ reports and ratings of their experiences with health care services. The questionnaires are designed to be used when:
In those cases where patients might hesitate to provide you with direct feedback, the CAHPS questionnaires give them the chance to do so indirectly yet constructively. Regular patient or customer feedback, aggregated with the feedback about other providers in your region, gives you an invaluable tool for benchmarking your quality of patient care and customer service over time.
Here are a few ideas for using the CAHPS surveys in your organization.
Here are some ideas for ensuring that respondents will answer your surveys.
1. Confidentiality. In your cover letter or email, repeat the CAHPS confidentiality and voluntary participation statements, to assure respondents that their information is protected.
2. Pre-testing. Test your survey before sending it, to make sure it works correctly.
3. Reminder emails. A gentle nudge to respondents can help improve response rates. Use the convenient SurveyMonkey Email Collector to send email reminders to those who haven’t answered your first invitation.
For more information about CAHPS, please visit https://cahps.ahrq.gov/.
SurveyMonkey supports surveys that collect protected health information! If you’re a covered entity regulated by the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and want to collect protected health information in your health and well-being surveys, please see our HIPAA Compliance at SurveyMonkey page for more details.
Use one of our CAHPS online templates to survey your patients or clients, and then benchmark your practice or plan.
Survey your patients after an office, clinic, or hospital visit to get their feedback on the care you’re providing, their interactions with your staff, and their access to care when they need it.
Assess and benchmark your patients’ experiences with your practice over a 12-month period, gathering their feedback on quality of provider care and customer service.
Ask patients about their stay at your hospital and their interactions with your physicians and staff. Benchmark your results against other hospitals in your region or across the U.S.
Discover whether your customers find it easy to receive support and coverage for health services through your plan. Assess their overall satisfaction and benchmark your results against other providers in your region and across the U.S.
Discover whether your dental clients find it easy to receive support and coverage for dental services through your plan. Assess their overall satisfaction and benchmark your results against other providers in your region and across the U.S.
If you are interested in using a CAHPS survey template but have further questions, please get in touch with us.
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Here are some ideas to ensure that respondents will answer your surveys.
If your survey is short and sweet, there's a greater chance that more respondents will complete it.
Little incentives like small discount or an entry into a drawing can help ensure respondents complete your survey.
With SurveyMonkey Audience, you can purchase access to an audience who meets specific demographic criteria for your survey. It's a great way to get targeted responses from a specific group.