Quick Tips to Improve CAHPS and HOS Performance Ratings
Posted on September 30, 2014
Two different patient satisfaction surveys impact CMS Star ratings:
- The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey, typically mailed to the Plan members from March–June.
- The Health Outcomes Survey (HOS), typically mailed to members April–July.
HNE has compiled a list of some of the questions from both surveys. You can see exactly the questions your patients are answering. We’ve also included recommendations to efficiently address these metrics. These guidelines have been compiled from various organizations including the Centers for Disease Control and Prevention (CDC), The Mayo Clinic, and Medscape Medical News.
5-Star Metric: Care Coordination
Recommendations for Physicians:
- You probably know all relevant information about your patient’s medical history—but does your patient know you know? Make sure they do — it’s a quick way to improve patient satisfaction with doctor-patient communication.
- Ask if the patient has seen any other providers—and if you are aware specialty care has occurred, mention it and discuss as needed.
- Tell your patients when they should expect test results (“by the end of next week”) and who will give them the results – a staff member, your medical assistant, you?
- Do you let patients know when test results are normal? If not, be sure they know that—but that they can call your office if they still want to check results.
5-Star Metric: Getting Care Quickly:
Recommendations for Your Staff:
- Ensure a few appointments each day are available to accommodate urgent visits.
- Maintain an effective triage system to ensure that frail and/or very sick patients are seen right away.
- Offer appointments with a nurse practitioner or physician’s assistant to patients who want to be seen on short notice but cannot be seen by their doctor.
- Encourage patients to make their routine appointments for checkups or follow-up visits as soon as they can—weeks or even months in advance.
- Be proactive and call patients months before their tests, screenings, or physicals are due and get them scheduled. Don’t wait for the patient to call.
5-Star Metric: Monitoring Physical Activity
Recommendations:
• Have medical assistants assess patient’s physical activity level.
• Review and address the assessment results as needed.
• Utilize appropriate educational materials and suggest community resources, such as gyms or fitness programs.
• Consider referral to physical therapy so patients with limited mobility can learn safe and effective exercise.
5-Star Metric: Urinary Incontinence
Recommendations for Physicians:
- Encourage nursing staff and medical assistants to ask patients about any incidents of urinary incontinence in the last 6 months. Patients are often too embarrassed to initiate the discussion.
- Educate patients about noninvasive behavioral interventions for UI; when necessary, refer for appropriate treatment.
5-Star Metric: Reducing Risk of Falling
Recommendations for Physicians:
- Conduct a Medication Review with patients. Some medications or combinations of medications can have side effects like dizziness or drowsiness, increasing fall risk.
- Consider gradually withdrawing psychotropic medication and modifying other prescriptions, as appropriate, to reduce fall risk.
- Encourage annual eye exams and regular prescription updates for glasses/contact lenses.
- Consider referral to an occupational therapist for home safety evaluation* and modification.
- Encourage exercise, specifically those that increase leg strength and balance.
And, General Tips for Providers:
- Encourage patients to obtain preventive screenings annually or when recommended.
- Create office practices to identify noncompliant patients at the time of their appointment.
- Submit complete and correct encounters/claims with appropriate codes.
- Submit clinical data such as lab results to HNE.
- Communicate clearly and thoroughly; ask, “Do you have any questions?”
- Understand each measure you impact.
- Incorporate Health Outcomes Survey (HOS) questions into each visit. Find out more about HOS at http://www.hosonline.org/Content/SurveyInstruments.aspx .
- Review the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey to identify opportunities for you or your office to have an impact: http://ma-pdpcahps.org/content/surveyinstruments.aspx.
