1. Member Experience & Perception Surveys: CAHPS & HOS

2. Medicare Member Experience & Perception Surveys
Medicare Members Make Their Voices Heard
Two annual member experience surveys – CAHPS and HOS – are used to gather member feedback about their health care experience.
Was customer service helpful?
Were you treated with courtesy and respect?
Did you get an appointment when you needed it?
How well was your care coordinated?
Was it easy to fill a prescription?
How do you feel about your overall physical and mental health?
Did You Know?
CAHPS stands for Consumer Assessment of Healthcare Providers and Systems
HOS stands for Health Outcomes Survey

3. CAHPS and HOS Survey Timelines
CAHPS survey measures a member’s experience with their health plan and care providers..
HOS survey measures a member’s perception about their physical and mental health status. Sent to two cohorts each year baseline and follow up.
Utilizes and mixed mode of mail and telephone to garner responses.

4. CAHPS Survey Questions

5. CAHPS Survey Questions

6. HOS Survey Questions

7. Every Interaction Counts
What You Can Do To Help
Each interaction with a patient is an opportunity to improve an experience in a positive and memorable way.
Maximize appointment availability. Offer appointment times outside regular hours, time slots for walk ins, online scheduling. Or have recommendation on alternative location when care is needed right away. (i.e. Urgent Care)
Ensure open lines of communication between PCP offices and specialist offices that oversee care of your patients.
Begin the patient visit experience in the waiting room (i.e. providing patient/doctor discussion guides, office housing for pre- visit lab test)

8. Q&A
Thank you!
Visit the PATH page at UHCprovider.com/path for more information about CAHPS/HOS and much more