As part of this improvement plan, Amplifon has implemented a standardized survey designed by the Agency for Healthcare Research and Quality. The CAHPS survey is used to assess how our members perceive the services provided by Amplifon and our network providers.
Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys ask consumers and patients to report on and evaluate their experiences with healthcare.
While CAHPS surveys are like patient satisfaction surveys, they are not the same.
CAHPS surveys can include ratings of health plans or providers, but they go beyond ratings by asking patients to report on their experiences with healthcare services. Care reports are regarded as more specific, actionable, understandable, and objective than general ratings alone.
Since July 2019, Amplifon has been using the CAHPS Clinician and Group Survey (CG-CAHPS) which asks patients to report on their experiences with providers and staff in primary care and specialty care settings. The CG-CAHPS survey assesses the patient experience as it relates to the accessibility of care, communication with providers, care coordination, and interactions with staff.
Specifically, the patient experience measures are:
These measurements, which generate scores from 0 to 100, are used by Amplifon to evaluate areas where network providers are performing well and areas where there is room for improvement.
Amplifon providers score in the low to upper 90's for:
However, Care Coordination has emerged as an area targeted for improvement with scores ranging from the low to mid 40’s. When the Care Coordination questions are investigated there are three key areas for improvement:
The CAHPS survey also provided an opportunity for patients to provide feedback in the form of comments. When summarized:
Furthermore, survey comments from Amplifon members show that they view hearing healthcare visits more like a retail transaction to purchase hearing aids, rather than a healthcare visit that encompasses their overall health, lifestyle, medical history, and hearing loss. Member statements indicate that because of the focus on the device purchased rather than the care provided, members do not see their provider as part of their medical team but, unfortunately, more as a salesperson or technician.
To improve member understanding, Amplifon is posting information on the Amplifon member blog, sending information in introduction mailings and referral packages aimed at educating members on the impacts of hearing loss on whole-person health. Member education includes information on hearing loss, falls, depression, dementia, and the need for complete health history. To support our providers, in 2021 Amplifon is rolling out a health history form for use by both patients and providers to simplify and expedite the patient visit and encourage both providers and patients to explore their health history more completely.
As a credentialed Amplifon provider, you are the key to optimal patient outcomes. Amplifon strives to assist you 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 – specifically medical history and review of prescription medications.
