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.
What is HCAHPS? Institutional medical or dental healthcare providers can leverage the Hospital CAHPS (HCAHPS®) questionnaire to gather feedback regularly from their patients and clients after each office visit or hospital stay or, if needed, every 12 months. Comparing your HCAHPS results with the aggregated data for providers in your region and across the nation can help focus efforts on continuous improvement of patient or customer care.
Use one of our CAHPS online templates to survey your patients or clients, and then benchmark your practice or plan.
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.
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.
An expanded version of the CAHPS® Clinician & Group Survey, this version comes with added questions about the elements of care that define a Patient-Centered Medical Home.
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.
Collect input from parents, legal guardians, and other family members about their child’s experience with your practice over time, including consistency of support and ability to communicate medical information to the child. Track quality of care over time, or among different age groups.
Collect feedback about patients’ experience at child hospitals to ensure compliance with organizational standards and high quality care. Assess nurses, physicians, and overall patient experience. Track changes over time and filter your results to uncover differences between different demographic groups.
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.
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.