The most commonly used measure of patient experience is the consumer assessment of Health Providers and Systems (CAHPS), typically administered to patients a few days after their visit with you.
These surveys ask patients (or in some cases their families) about their experiences with, and ratings of, their health care providers and plans, including hospitals, home health care agencies, doctors, and health and drug plans, among others. The surveys focus on matters that patients themselves say are important to them, and for which patients are the best and/or only source of information. CMS publicly reports the results of its patient experience surveys, and some surveys affect payments to Medicare providers – that’s you!
Patient experience surveys sometimes are mistaken for customer satisfaction surveys. Patient experience surveys focus on how patients experienced or perceived key aspects of their care, not how satisfied they were with their care. Patient experience surveys focus on asking patients whether or how often they experienced critical aspects of health care, including communication with their doctors, understanding their medication instructions, and the coordination of their healthcare needs. They do not focus on amenities.
The bottom line is that the results of these scores place you in tiers, which are used in contract negotiations and directly impact your reimbursement. Studies have proven that providing CAHPS scores to a practice helps the practice improve its patient experience, but unfortunately, most insurance carriers do not provide this information to physicians in time for them to take measures to improve their performance.
EMN can help: we will survey your patients about their experiences and provide you with actionable reports that will allow you to improve every patient’s experience with you before they take the insurance survey. It’s like cheating on your exam!