CAHPS

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey assesses patient’s experiences and satisfaction with health care. CAHPS surveys focus on aspects of quality that patients are best qualified to assess, such as the ease of access to providers and health care services and the patient/provider relationship including the communication skills of physicians and practitioners.

Each year, a new random sample of health plan members across Medicaid, Medicare, and Commercial product lines are selected to participate in the CAHPS survey. The surveys are administered between March and June, beginning with surveys distributed by mail and concluding with telephone-assisted surveys for participants who have not responded.

The Health Outcomes Survey (HOS) assesses the ability of a Medicare organization to maintain or improve the physical and mental health of its Medicare members over time. A random sample of health plan members is selected to participate in the HOS program each year. Two years later, the same members receive a follow-up survey. The survey results are compared and the overall health of the members is rated as better than, the same as, or worse than expected. The surveys are administered between August and November, beginning with surveys being distributed by mail and concluding with telephone-assisted surveys for participants who have not responded.

CAHPS and HOS surveys are a requirement of health plans by the Centers for Medicare & Medicaid Services (CMS) and the National Committee for Quality Assurance (NCQA). The Health Plan utilizes a certified survey vendor to conduct surveys on our behalf. Survey results become available in the Summer-Fall every year.