Challenges facing CAHPS surveys and opportunities for modernization

Abstract

Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys are a standard survey tool for obtaining patient assessments of health plans, hospitals, and health care providers. These surveys measure patient experiences of care, which is considered a component of health care quality. Providers use their survey results to improve patient experience, which is associated with better health care outcomes and reduced costs. CAHPS data also empower consumers and payers to make more informed choices about providers or facilities. Some people argue that CAHPS surveys are outdated and distract providers from clinical health care quality. In this paper, we review the benefits of CAHPS, the current challenges of these surveys, and ideas for modernization and innovation to ensure these surveys remain relevant. We encourage the Centers for Medicare & Medicaid Services (CMS) and its contractors to review and implement these innovations to the CAHPS surveys and the dissemination of their results.