Services
Services
Survey Administration & Analysis
Improving patient experiences with care and outcomes via primary survey data collection and advanced analytics.
Intent
What we do
HSAG offers survey administration and analysis services for the improvement of Medicaid members’ experiences with care, and providers’ experiences with the healthcare system. Using both standardized and customized survey instruments, we collect objective feedback from patients and providers alike to help organizations make informed decisions that improve results.
Who we serve
We work with individual providers, managed care organizations, state Medicaid agencies, and other government entities to provide survey administration and advanced analytic services.
Why HSAG?
HSAG has been offering comprehensive survey administration and analytic services since 1999.
Working with us means benefiting from knowledge gleaned from the administration and analysis of more than 5 million patient experience surveys and tens of thousands of provider surveys in the past decade.
Nationally Recognized
Collaborate with a survey firm that’s recognized as a National Committee for Quality Assurance (NCQA) Consumer Assessment of Healthcare Providers and Systems (CAHPS®)1 survey vendor.
Custom Analyses
HSAG delivers customized survey data analyses tailored to the unique analytic needs of each organization. Our work spans advanced weighting methodologies, population and subgroup segmentation, cross-tabulations, bias and nonresponse assessment, correlation analyses, and statistical significance testing—ensuring results are both methodologically sound and decision-ready.
Beyond traditional analysis, HSAG provides custom reporting and interactive data visualization through Tableau dashboards, enabling stakeholders to explore results dynamically and monitor trends over time. By translating complex survey findings into clear insights, HSAG delivers actionable, evidence-based recommendations that support meaningful improvements in patient and provider experience.
A Unique Perspective
HSAG is not only a NCQA-certified Healthcare Effectiveness Data and Information Set (HEDIS®)2 CAHPS Survey vendor—we are also the only External Quality Review Organization (EQRO) that holds this designation. This allows us to use our knowledge of Medicaid policies, in conjunction with our survey expertise, to provide results of any survey from a different perspective.
Supported Surveys
HSAG currently offers administration and analysis support for the following surveys.
CAHPS Health Plan Survey
The CAHPS Health Plan Survey is used by NCQA for health plan accreditation and by the Centers for Medicare & Medicaid Services (CMS) for Medicaid and Children’s Health Insurance Program (CHIP) core set reporting. HSAG is an NCQA-certified HEDIS CAHPS Survey vendor and supports survey administration to facilitate NCQA data submission for health plan accreditation and Agency for Healthcare Research and Quality (AHRQ) CAHPS Database submission for CMS core set requirements.
CAHPS HCBS Survey
The CAHPS Home and Community-Based Services (HCBS) Survey is used to assess the experience of care for members receiving long-term services and support. The CAHPS HCBS survey is part of CMS’ HCBS quality measure set and is a survey instrument that will meet Money Follows the People (MFP) grant recipient mandatory reporting requirements. HSAG supports survey administration and facilitates AHRQ CAHPS database submission for CMS reporting requirements.
CAHPS Clinician & Group Survey
The CAHPS Clinician & Group Survey is used to assess the experience of care with providers in a primary care or specialty setting. HSAG has used the CAHPS Clinician & Group Survey to assess patient-centered medical homes, community health centers, and accountable care organization (ACO) models.
Provider Surveys
HSAG develops provider surveys that are customized to obtain important provider perspectives on health plans, authorization and care coordination processes, and the healthcare delivery system and services.
Secret Shopper Surveys
Secret Shopper Surveys simulate the actual patient experience by using trained callers to contact provider offices and verify access to care. Posing as new patients, callers independently confirm provider directory information and assess appointment availability, which are used to evaluate compliance with appointment wait-time standards. HSAG’s secret shopper surveys provide an objective, CMS-aligned method for assessing network adequacy and identifying gaps that may affect members’ ability to access care.
Revealed Caller Surveys
Revealed Caller Surveys assess access to care using callers who identify themselves as survey representatives while contacting provider offices. Following standardized, approved scripts, callers collect detailed information on provider availability, services offered, insurance acceptance, and appointment access. These surveys support accurate measurement of network performance and provider directory accuracy while maintaining a transparent, reproducible approach to access monitoring and reporting.
Custom Surveys
HSAG designs and administers custom surveys tailored to organizational needs, applying rigorous methodology and analysis to deliver actionable insights that support quality improvement and informed decision-making.
1 CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).
2 HEDIS® is a registered trademark of the National Committee for Quality Assurance (NCQA).
Learn More
Survey Administration & Analytic Services
If you are interested in learning more about HSAG’s survey administration and analytic services, please contact us.