Measuring Satisfaction in an Era of Declining CAHPS Response Rates

Digital Conversations

Since 1995, the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys have been used to measure patient experiences in Healthcare. Results are also used to determine Medicare reimbursements for providers. With the surveys being administered as much as 90 days after a visit, utilizing manual approaches (mail, phone, email), survey response rates are on the decline. This has introduced an element of non-response bias, according to a study published in the journal Patient Experience. In addition to all of this, the consumer dimension is evolving rapidly in healthcare.

Justin Mardjuki joined Greg Kefer in the Digital Conversations studio to discuss the shifting dynamics of surveys, specifically in the hospital environment, where HCAHPS scores can influence significant financial rewards or penalties. New mobile technology has the ability to measure sentiment in real time, as care is being delivered. Consumers are becoming fluent in providing peer reviews on platforms like Amazon, Uber, and Yelp, and maybe the time has come to rethink the CHAPS survey model.