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Wednesday, July 6, 2022 80°F New York

6 Important Things to Know about the CAHPS Survey (and Why You Should Care)!

From March through June, members of the CHOICE Total health plan are being chosen at random to receive the CAHPS Survey. How health plans score on the CAHPS survey contributes significantly to their Star Ratings. Last year, CHOICE Total achieved a Star Rating of 4.5 (out of 5), and we hope to do even better this year — which means that everyone who interacts with CHOICE Total members needs to make sure they are providing those members with the best possible experience.

Here are 6 important things you should know about the survey.

1. CAHPS Survey? What’s that?

CAHPS is short for Consumer Assessment of Healthcare Providers & Systems. It’s a survey that gets sent to members of Medicare health plans, asking them about the services and benefits they’re receiving from their health plan. The survey is completely anonymous.

2. Which CHOICE members are eligible for the CAHPS Survey?

This year, only CHOICE Total members are eligible to receive the CAHPS survey. Next year and in the years following, however, both CHOICE Total members and CHOICE Easy Care and Easy Care Plus members will all be eligible to receive a CAHPS survey.

3. Who issues the CAHPS survey?

The survey is conducted by an organization called SPH Analytics on behalf of the Centers for Medicare & Medicaid Services (CMS).

4. What’s the goal of the CAHPS survey?

The CAHPS survey offers an opportunity for us to listen to, and better understand, how CHOICE Total members view our services. The answers that members provide help us identify the plan’s strengths and weaknesses, determine where we need to improve, and track progress over time.

5. What kinds of questions are on the CAHPS Survey?

CAHPS survey questions cover a wide range of topics related to the health care experience, including:

  • Are your health plan’s forms easy to fill out?
  • Were you treated with courtesy and respect?
  • In the last six months, how often did your health plan’s customer service give you the information or help you needed?

6. Why the CAHPS Survey is important.

In addition to their impact on our Star Ratings, the answers received from the CAHPS survey help us continue to improve and work towards keeping our members happy and healthy. We expect the survey results mid to late summer.

You’ll find more information about the survey in our CAHPS Survey Talking Points, which you can see by clicking here.