The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey was sent to BCBSRI members this month. Designed to measure important aspects of a patient’s experience with their healthcare, the survey includes topics such as:

• Annual flu vaccine
• Getting appointments and care quickly
• Servicio al cliente
• Rating of healthcare quality
• Rating of health plan
• Care coordination
• Getting needed prescription drugs

CAHPS measures patient experiences via in-person care and telemedicine. While a positive patient experience is an important goal in its own right, the surveys serve another purpose. Substantial evidence points to a positive association between various aspects of patient experience—such as good communication between providers and patients—and several important healthcare processes and outcomes, including patient adherence to medical advice, better clinical outcomes, improved patient safety practices, and lower utilization of unnecessary healthcare services.

In August, the Medicare Health Outcomes Survey (HOS) will be sent to members. This survey measures a patient’s assessment of their own health and asks whether the respondent’s healthcare provider discussed health concerns with them. Important topics on this survey include physical and mental health, falls, physical activity, and bladder control, among others.

¿Tiene preguntas? Please contact QualityHEDIS@bcbsri.org.