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What Does Better CAHPS Score Mean To UHG?

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Table of Contents: 1. Abstract 2. CAHPS Overview 3. Methods of CAHPS Survey 4. Benefits of CAHPS 5. Challenges of CAHPS 6. Data Analysis of CAHPS Survey 7. Utilization of CAHPS Score in UHC 8. Steps taken by UHG to improve CAHPS score 9. What does better CAHPS score means to UHG? 10. References 1. Abstract 2. CAHPS Overview Consumer Assessment of Health Providers and Systems (CAHPS) is a comprehensive family of standardized survey, created in 1995 which facilitates consumers to evaluate the services they receive from providers or organization and to give feedback on health plans and provider’s performance. CAHPS Program is funded and administered by the US Agency for Healthcare Research and Quality …show more content…

Benefits of CAHPS The CAHPS survey benefits the consumer, provider and organization. Some of the benefits are as follows: Benefits to Consumers: • Improves Quality: Enables providers and organizations to improve themselves as this survey measures the behaviors such as communication, drugs prescription, services, health plans etc. Due to CAHPS survey results many of the organizations succeeded in reducing the wait time for appointments, Providers minimized negative communication behavior such as interrupting patients. • Hears Customer’s Voice: Most of the consumers who have bad experience may not complain openly to the plan, provider or medical group and they rely on the opinions of their friends and family. Now through CAHPS survey they can share their experience. • Lack of Discrimination: Survey checks consumer’s experience of discrimination due to race/ethnicity, insurance or language leading to Providers and organizations provide fair treatment to consumers. • Patient Centered Care: CAHPS helps Providers in understanding the unique view of its patients. This improves the relationship between provider and consumer, helps patients to take care of themselves and to know more about their health. Benefits to Provider and …show more content…

It also enables them to identify opportunities for education and trainings. • Reputation and Satisfaction: Providers and organizations try to give their best as they know their evaluation through consumers will advertise them. If consumer is satisfied with the services, plans etc. then he/she will surely give positive feedback to their family members and friends. This helps providers in achieving an admirable reputation that results in widespread respect in the community. Care team staff builds trustworthy relationship with patients. If patients are more satisfied, they complain less which is a reward of greater job and satisfaction. • Results Comparison: The data from CAHPS survey is stored in national database repository (large pool of standardized data) which enables Providers and organizations to compare the results with their peers. 5. Challenges of CAHPS Though CAHPS survey is very beneficial for Healthcare industry, there are lots of challenges faced during the survey, some of them are: • Survey’s reliability is generally less. • Patient’s mental state can Influence the

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