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Our Patient is #1

Amplifon strives to provide excellent service to patients who seek hearing care through our provider network. One of the ways we achieve this is to ask patients about their recent hearing health care experience. Since 2019 AHHC has used a survey method called Consumer Assessment of Healthcare Providers and Systems (CAHPS). This article explains the CAHPS survey, how we do it, results to date, and what it means to you.

What are CAHPS surveys, anyway?

CAHPS, which stands for Consumer Assessment of Healthcare Providers and Systems, is a program developed by the Agency for Healthcare Research and Quality (AHRQ), a governmental agency, to measure patient experience in healthcare. It involves standardized surveys that ask patients about their experiences with healthcare providers, health plans, and specific health conditions. [1]

Amplifon utilizes a customized CAHPS survey with a focus on hearing health care. We send email and mail surveys to members who have recently visited one of the 8,000 clinics within our network. On an ongoing basis, we collect their feedback and analyze trends, to better understand our members’ assessment of their experience. 

What does the Amplifon CAHPS survey cover?

The Amplifon CAHPS survey is custom designed to include 39 questions. Some of the areas are summarized below:

Appointments

  • How quickly can patients receive care they need?

Office staff quality

  • How well do clinic employees treat patients with quality and respect?
  • How helpful are office staff?

Access to care

  • How easily are appointments scheduled?
  • How long is the wait time during clinic visit?
  • How well are phone inquiries addressed?

Communication

  • Showed respect for what patients say
  • Listened carefully to you
  • Spent enough time with you
  • Explained in the way you could understand
  • Provided easy-to-understand instructions
  • Knew important information about your medical history

Recommendation

  • How does the patient recommend provider office?
  • Rate provider on a scale of 1 to 10.

How are these areas selected?

We follow evidence-based best practices for patient experience assessment. We partner with CAHPS experts to design and develop survey questions, ensuring alignment and benchmarking with familiar patient experience surveys for our health plan clients.

Woman looking at hearing aid

I am curious… what’s Amplifon’s (shall we say “our”) CAHPS scores?

Top ratings

Overall, our patients tell us that Amplifon’s network of providers have done an outstanding job – congratulations! The following chart summarizes scores on the key categories. Note that these scores show the percentage of respondents who checked the top box (highest rating) out of a series of multiple-choice questions:

Amplifon CAHPS results, 2021-25 average

  • Appointments: 95.5
  • Office staff quality: 94.9
  • Access to care: 94.4
  • Communication: 91.6
  • Recommendation: 91.1
Woman getting hearing aid fit
Woman getting hearing aid fit
“[My provider] was so understanding with my loss of hearing that I thought she had an impairment as well, because she knew everything that I was going through"
Real Patient Comment

Now that we have explained all of this…what’s in it for the providers?

We hope that you now understand the purpose of the Amplifon CAHPS survey, how the survey results reflect the exceptional patient experiences you have provided, and the learning / implications for all of us. Positive patient experience is very important, and leaves a lasting impression about you and your clinic.

If you would like specific information about your clinic’s CAHPS results, please contact your Amplifon representative; we would be happy to work with you to deliver an outstanding patient experience!

Alan Au

Alan Au

Senior Director of Marketing

Alan Au has more than 20 years of experience in managed care payer benefits management, medical device reimbursement, health plan quality measures (Star Ratings, CAHPS) and related commercial activities. He is currently the Senior Director of Marketing at Amplifon, where he is responsible for commercializing hearing health care ancillary supplemental benefits for Medicare Advantage, commercial payers, self-insured employers and unions / workers comp organizations.

Notes

[1] Consumer Assessment of Healthcare Providers and Systems (CAHPS®), Agency for Healthcare Research and Quality, https://www.ahrq.gov/cahps/index.html. Assessed July 2, 2025.

Table 1: List of Amplifon CAHPS survey categories and corresponding criteria. Note that these criteria is custom-designed for hearing health care visits.

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