CAHPS Resources

CAHPS Survey Performance and Resources

Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys measure patients’ perception of the quality received, such as the ease of access to providers and health care services and the patient/provider relationship, including the communication skills of physicians and practitioners.

group of people sit around a conference table discussing

For providers, improved scores in these areas can lead to higher member satisfaction scores in QCP performance, which can result in additional revenue. Member retention and growth is greatly impacted by members' satisfaction with providers and our plans overall. Together, we can achieve our shared goal of elevating members' satisfaction and improving their experience with the health care system.

On this page, you'll find a snapshot of our recent performance on the CAHPS survey, plus resources such as tip sheets, checklists and links. We will continually update this page with new CAHPS resources and educational opportunities for our provider network. 

Resources to Increase Member Satisfaction

Provider Resource Guide: Improving Patient Experience - A Guidebook to CAHPS, HOS and Quality Resources (PDF)
Quality Improvement Checklist (PDF)
Use this guide for pre-visit prep or during visits with patients.
Top 5 Tips for Boosting Member Satisfaction Scores (PDF)
Learn tips to help patients get care quickly.
Top 5 Tips for Improving Front-Office Customer Service (PDF)
These tips are designed for front-office staff to ensure exceptional customer service.
Access Redesign Tip Sheet (PDF)
Learn goals to improve timely and convenient patient access to providers.
Quality Improvement Tip Sheet (PDF)
The Quality Improvement methodology shows how to identify desired improvements and how to measure and implement actions to achieve them.
Access Redesign: "I Want To..." Tip Sheet (PDF)
Tips for improving scheduling and efficiency issues.
Customer Service Tip Sheet (PDF)
Service excellence means consistently meeting and managing patient expectations.

female doctor speaking to her female patient

Other Resources

For additional resources related to CAHPS, visit our webinars page.

You can also read more in the provider manual.

If you have questions about CAHPS or need further information about any of the topics detailed on this page, please call our Provider Services Helpline at 1-888-991-9023 (Monday to Friday, 9 a.m. to 5:30 p.m.) or contact your NAM (Network Account Manager).

If you have questions about CAHPS or need further information about any of the topics detailed on this page, please call our Provider Services Helpline at 1-888-991-9023 (Monday to Friday, 9 a.m. to 5:30 p.m.) or contact your NAM (Network Account Manager).

If you have questions about CAHPS or need further information about any of the topics detailed on this page, please call our Provider Services Helpline at 1-888-991-9023 (Monday to Friday, 9 a.m. to 5:30 p.m.) or contact your NAM (Network Account Manager).