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Modernizing The CAHPS to Improve Healthcare Experience

CAHPS Modernization- A common-sense solution to reduce costs, foster innovation and improve the healthcare experience.<br>We urge CMS to modernize the CAHPS survey program to include digital means of survey administration. For more information contact Quality Reviews.<br>https://q-reviews.com/

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Modernizing The CAHPS to Improve Healthcare Experience

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  1. CAHPS Modernization: A common sense solution to reduce costs, foster innovation, and improve the healthcare experience • The Consumer Assessment of Healthcare Providers and Systems is a series of patient surveys rating healthcare experiences in the U.S. • The HCAHPS (inpatient hospital stay) is a survey that hospitals are required to administer, submit, and publicly report in order to receive full Medicare payment. • OAS CAHPS survey is for ambulatory surgery centers (ASC) and hospital outpatient surgery departments. Currently in voluntary reporting period. Problems with CAHPS Regulations: HCAHPS Survey (Started: 2006) OAS CAHPS Survey (Start date: delayed) No digital delivery allowed Only paper, telephone interview permitted • • No digital delivery allowed Only paper, telephone interview permitted • • Surveys sent 48 h –6 weeks after discharge No other survey allowed before HCAHPS Information is outdated and stale • • • Surveys sent 48 h –1 week after procedure Information is outdated and stale No real-time improvement • • • Paper and phone surveys increase provider burden Detrimental impact on patient experience High cost to administer / low value information • • • Paper and phone surveys increase provider burden Detrimental impact on patient experience High cost to administer / low value information • • • Vendor requirements anti-competitive: minimum of 4 years required in business 2 vendors comprise >90% of market • Vendor requirements anti-competitive: ASCsrequired to use single vendor for OAS CAHPS surveys • • Solution: Allow digital (i.e. email, text) delivery of all CAHPS survey instruments (HCAHPS, OAS CAHPS, and all future CAHPS surveys) Create more flexible vendor requirements Permit use of any number of survey vendors Increase competition among vendors • • • By adopting these commonsense solutions, CAHPS surveys will see: Improved: • Patient Experience • Quality of Care • Operational Performance Real-time feedback = Improved response rates Reduce costs

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