Consumer Assessment of Healthcare Providers and Systems (CAHPS)

Since 1999, HSAG has administered the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Survey in English and Spanish for numerous state Medicaid and managed care organizations across the country. The CAHPS program is a public-private initiative designed to develop standardized surveys of patients’ experiences with ambulatory and facility-level care. Health care organizations, public and private purchasers, consumers, and researchers use CAHPS results to assess the patient-centeredness of care, compare and report on performance, and improve the quality of care. (Source: https://www.cahps.ahrq.gov/default.asp).

As a national NCQA-Certified HEDIS Survey Vendor, HSAG has extensive experience in the area of administering and analyzing results of the CAHPS surveys across the country. HSAG has conducted more than 500,000 surveys for Medicaid members for various state Medicaid agencies in an array of programs (including disabled, Temporary Assistance for Needy Families, special needs, and Children’s Health Insurance Programs - CHIPs).

HSAG works with its customers to develop supplemental items and a survey administration methodology that best fits their population’s demographic and analytic needs. HSAG assists its customers in:

• Selecting a survey instrument that fulfills customers’ member satisfaction survey requirements.
• Developing supplemental questions that target the areas not captured by the standard CAHPS instrument.
• Employing a survey methodology that maximizes response rates.
• Analyzing survey data results that allow for comparisons to national benchmarks and thresholds.
• Evaluating the survey data using HSAG’s proprietary key driver assessment to identify those factors that impact member satisfaction.

HSAG's extensive expertise in the area of surveys enables it to efficiently and effectively integrate CAHPS and other Medicaid survey findings with results derived from quality improvement activities. In addition to its internal expertise, HSAG also partners with some of the most renowned survey research groups in the country. HSAG’s approach to the development and administration of surveys offers its customers experience combined with innovation.