Every March, the Centers for Medicare and Medicaid Services (CMS) sends our members the Medicare Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey. This survey collects information about members’ experiences with Medicare Advantage (MA) and/or their prescription drug plan (PDP). The survey measures important aspects of members’ healthcare experiences that cannot be assessed by other means. This includes how our members interact with you. Please encourage your patients to respond to the CAHPS survey if they are selected to participate.

While a positive patient experience is an important goal in its own right, 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. These include patient adherence to medical advice, better clinical outcomes, improved patient safety practices, and lower utilization of unnecessary healthcare services. Remember, CAHPS also measures patient experience through telehealth!

Here are some ways you can help improve the member experience throughout the year:

Provide needed care quickly and coordinate care with specialists:

• Leave openings for sick visits and urgent appointments
• Discuss how to access telehealth services and after-hours care
• Follow up with members’ specialists to ensure continuity of care
• Follow up with members to provide them of results of their lab tests, imaging, and other recommended screenings

Communicate clearly:

• Ask members about their top health concerns
• Keep conversations clear and simple
• Ask members if they need any help coordinating their care amongst providers
• Follow up after urgent or emergency care

Keep members healthy:

• Identify and follow up with members who haven’t visited in the past year
• Confirm that the patient’s prescription list is up to date
• Recommend and/or administer the flu shot during flu season
• Educate members on preventive services, chronic conditions, and ongoing care
• Let members know whether you offer telehealth services that allow them to access care from home
• Screen members for risk factors such as tobacco use, and recommend appropriate lifestyle changes
• Complete and document any health assessments