Elevating the Patient Experience
How Amplifon Measures and Improves Patient Experience
Hearing healthcare is about the patient’s journey. To ensure our network providers deliver the highest standard of care, Amplifon uses standardized measurements to capture the voice of the patient.
The CAHPS (Consumer Assessment of Healthcare Providers and Systems) survey helps our providers celebrate successes, identify opportunities for growth, and deliver world-class hearing care.
The Importance of Patient Experience
Our goal is an outstanding patient experience. When we accurately measure patient experience, we can move beyond anecdotal feedback and turn to standardized and actionable data.
We use these insights to:
- Identify Improvement Opportunities. Pinpoint specific touchpoints in the patient journey that may require adjustments.
- Target Professional Development. Create tailored education and training resources based on real-world patient needs.
- Benchmark Excellence. Understand how hearing healthcare experiences compare to broader healthcare standards.
What is CAHPS?
CAHPS is a gold-standard suite of surveys developed to measure patient perceptions of care. Unlike traditional surveys that ask how satisfied a patient is, CAHPS reports are regarded as more specific, actionable, understandable, and objective than general ratings alone.
Since July 2019, Amplifon has utilized the Clinician and Group CAHPS (CG-CAHPS) survey. This version is designed to assess the performance of healthcare providers and their staff in primary and specialty care settings, focusing on accessibility, communication, courtesy, and helpfulness.
What’s Measured in a CG-CAHPS Survey?
Specifically, the patient experience measures are:
Appointments
- How quickly can patients receive the care they need?
Office Staff Quality
- Do clinic employees treat patients with quality and respect?
- How helpful are the office staff?
Access to Care
- How easily are appointments scheduled?
- How long is the wait time prior to a clinic visit?
- How well are phone inquiries addressed?
Communication
- Showed respect for what patients say
- Listened carefully to patients
- Spent enough time with patients
- Provided easy-to-understand instructions
- Knew important information about patient’s medical history
Recommendation
- Would the patient recommend the provider's office to others?
- Rate provider on a scale of 1 to 10.
These patient experience measurements, which range from 0 to 100, are used by Amplifon to evaluate where our provider network is performing well and where there is room for improvement.
Data is only valuable if it is acted on. Amplifon works as a bridge between patient feedback and provider practice by using the survey data to develop a program that is valued by patients and providers alike.
Amplifon Provider CAHPS results (2021-2025)
Overall, our patients tell us that Amplifon’s network of providers has done an outstanding job! The following chart summarizes scores on the key categories:
- Appointments: 95.5
- Office staff quality: 94.9
- Access to care: 94.4
- Communication: 91.6
- Recommendation: 91.1
Note that these scores show the percentage of respondents who checked the top box (highest rating) out of a series of multiple-choice questions
We believe in the power of positive reinforcement and honest feedback. When patients leave glowing reviews or specific positive comments regarding their care, we share those insights directly with the provider. Recognizing excellence is the first step in maintaining a high-performance culture.
When the survey identifies gaps in the patient experience, such as a lack of clarity about follow-up care or administrative hurdles, Amplifon provides the educational resources and coaching needed to turn those challenges into strengths.
A New Landscape for Hearing Health Care
Amplifon providers are the key to optimal patient outcomes. We strive to assist our providers with administrative support, qualified referrals, verification of member benefits, and member education programs. Using CAHPS survey data, we are working to improve the patient experience in care coordination.
We also support our network by providing:
- Simple Claims Submission
- Dedicated Provider Support
- Universal Provider Reimbursement
- Industry Best Practices Resources
Join the Amplifon network and help us help you.
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