How Are Your Patients Rating You?

Date: 02/16/16

This month, The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey is being mailed to Superior HealthPlan (Superior) members. This annual survey asks members to rate their experience with their plan, providers and health care. In an effort to help providers understand how their interactions with members are being evaluated, please find examples (listed below) of CAHPS survey questions members are asked when rating their providers.

The following CAHPS survey questions are rated by members using a 1-4 rating scale (where 1=Never, 2=Sometimes, 3=Usually, 4=Always) or a 0-10 rating scale (where 0=Worst , 10=Best).

Personal Doctor - CAHPS definition: A personal doctor is the one you would see if you need a check-up, want advice about a health problem, or get sick or hurt.

• How often did your personal doctor explain things in a way that was easy to understand?
• How often did your personal doctor listen carefully to you?
• How often did your personal doctor show respect for what you had to say?
  • How often did your personal doctor spend enough time with you?
• Did you get care from a doctor or other health provider besides your personal doctor?
• How often did your personal doctor seem informed and up-to-date about the care you got from these doctors or other health providers?
• Using any number from 0 to 10, where 0 is the worst personal doctor possible and 10 is the best personal doctor possible, what number would you use to rate your personal doctor?

Specialist – CAHPS definition: Specialists are doctors like surgeons, heart doctors, allergy doctors, skin doctors, and other doctors who specialize in one area of health care.

• How often did you get an appointment to see a specialist as soon as you needed?
• We want to know your rating of the specialist you saw most often in the last 6 months. Using any number from 0 to 10, where 0 is the worst specialist possible and 10 is the best specialist possible, what number would you use to rate that specialist?

Please keep these questions in mind as you continue to provide care and service for members.

To learn more about how you can impact the member care experience, download the CAHPS Provider Tip Sheet.

To view CAHPS member survey results from last year, visit the 2015 CAHPS Survey Results.