Understanding the CAHPS Survey

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) is a survey that collects patient‑reported feedback about their experiences with care, including access, communication, coordination, and customer service.  The results of this survey are used to evaluate health plans and provider performance, which helps members compare and choose health plans based on real patient experience. 

What areas the survey focuses on

Topics covered in this survey include:

• Getting appointments and care quickly
• Getting needed care
• Care coordination
• Doctor communication
• Customer service and overall experience
• How easy it was to get appointments
• How quickly referrals were scheduled
• Whether medications were reviewed and explained
• Whether providers seemed informed about specialist care
• How often follow‑up information was provided

Examples of focus areas:

How the survey works

• The survey is conducted from March to June each year.
  • Results reflect the care a member experienced in the prior year.
  • Results will influence future Star Ratings.
• Results are not based on clinical documentation but on a patient’s perspective.
  • Questions focus on whether a patient feels supported and the entire healthcare team knows and understands what’s going on.

Why comprehensive care matters

Patient experience matters in CAHPS because it reflects how patients actually experience their care—whether they feel heard, understand their next steps, and can access care in a timely and coordinated way. These perceptions are shaped by every interaction, from scheduling to follow-up, making consistent communication and support critical across all touchpoints. Ultimately, strong patient experience improves CAHPS results by ensuring patients feel informed, respected, and supported throughout their care journey.