Building a Better Patient Experience Before CAHPS Begins
Posted by PHN Communications | Nov 11, 2026 | Featured News
CMS uses the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey to understand patients’ perceptions and evaluations of their providers and health plan. The survey carries significant weight because of its focus on patient experience.
Every interaction, from appointment scheduling to test follow-up, shapes how patients perceive their care and ultimately influences their survey responses.
The coordination of care measure specifically evaluates whether patients feel their providers are informed, organized and actively involved in managing their overall health care.
Best practices for strengthening care coordination
- Consider offering same-day appointments, telehealth options or extended office hours when possible.
- Reserve appointment slots for urgent needs and minimize routine appointment wait times to help patients receive care when they need it, improving satisfaction and trust.
The CAHPS survey mails mid-March to a random sample of Medicare beneficiaries.
Learn more
- Patients value knowing that questions, referrals and test results are addressed promptly.
- Establish workflows to monitor outstanding laboratory results, communicate delays and provide follow-up, whether results are normal or abnormal.
- Offering assistance with specialist appointments and helping patients navigate care between providers can further strengthen confidence in the care team.
- Greet patients warmly, take time to build rapport, listen actively and discuss medications at every visit.
- Clear, consistent messaging reinforces the quality of care being delivered and helps patients recall their experiences.
- Simple statements such as "We want to make it easy for you to get the care you need" or "How can we help coordinate your care?" can leave a lasting impression.
We’re launching a new reward opportunity for our plan members in a Peoples Health HMO-POS plan. Healthy Habits Learn and Earn is an eight-topic educational podcast series that your Peoples Health patients can sign up for and earn rewards for participating in. The series is designed around CAHPS survey themes and occurs fully through automated phone calls. The sign-up deadline is Nov. 20. Learn more here.
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