The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey season begins in March, and it’s an important time for all of us to focus on patient experience. CAHPS is a standardized survey that measures patients’ perceptions of care, including access, communication, and overall satisfaction. CMS uses these results to evaluate health plan performance and influence Star Ratings, which impact reimbursement and quality incentives.

What does CAHPS measure?

CAHPS focuses on areas that matter most to patients, such as:

• Getting needed care – How easy is it for patients to get appointments and services?
• Getting care quickly – How quickly can patients see a provider when they need care?
• Provider communication – Are providers listening carefully, explaining things clearly, and showing respect?

Why is it important?

Strong CAHPS scores reflect high-quality, patient-centered care and directly affect Star Ratings. Improving access and communication not only benefits patients but also supports organizational goals. Every interaction counts—whether it’s scheduling an appointment, responding to a message, or explaining treatment options.

Key dates and tips for providers

• Survey period: March through June.
• Who receives it: A random sample of Medicare members.
• Impact: Results influence Star Ratings and quality bonus payments.

Provider tips to improve CAHPS scores:

• Offer same-day or next-day appointments when possible.
• Communicate clearly and check for understanding during visits.
• Ensure patients know how to reach your office for questions or urgent needs.
• Promote preventive care and flu shots during winter months.
• Use patient-friendly language and show empathy in every interaction.

By focusing on these areas now, we can positively influence patient experience and CAHPS results during the upcoming survey season. Have questions? Email QualityHEDIS@bcbsri.org.