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:
- Getting timely appointments, care, and information
- How well providers communicate with patients
- Providers’ use of information to coordinate patient care
- Helpful, courteous, and respectful office staff
- Rating of the provider
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.