Patient Experience

Patient Experience

Engaged patients lead to improved clinical outcomes and business outcomes. For example:

Patients who feel comfortable to effectively communicate with their doctors are more likely to acknowledge health problems, understand their treatment options, modify their behavior accordingly and follow their medication schedules.¹
Patient-centered communication has a positive impact on important outcomes, including patient satisfaction, adherence to recommended treatment and self-management of chronic disease.²
Patient communication improves clinical outcomes in the management of diabetes, hypertension and cancer.³
Engaged patients lead to increased retention.

CAHPS surveys patients about aspects of quality, such as provider communication skills and ease of healthcare services.
These survey results impact the perception of the plan and medical groups, which influence the patient’s decisions.
CAHPS is typically mailed each year to patients between March and June.
The survey asks patients about aspects of quality, such as provider communication skills and ease of healthcare services.
The survey is overseen by the Agency for Healthcare Research and Quality.

Everything we do leading up to the survey can impact the results we receive. As a provider you can:

Encourage patients to respond to the survey by explaining the value of their voice.
Incorporate a new patient onboarding program that covers important access-to-care issues, including urgent care and referrals.
Increase the rate of approved authorizations for routine procedures by automating the process. These may include mammograms.
Explain the benefit of telehealth services (i.e. SCAN’s MDLive benefit) to receive in the moment care.
Have an after-hour on-call system available (nurse advice line, physician on call).
Provide non-traditional care access options, such as an e-portal with self-service capabilities and a 24-hour nurse advice line.
Provide the closest urgent care in after-hours voicemail. Within CAHPS, our key measures are:
Care Coordination
Getting Appointments and Care Quickly
Ease of Getting Needed Care & Seeing a Specialist

¹Stewart MA. Effective physician-patient communication and health outcomes: a review. CMAJ. 1995;15(9):1423-1433.

²S, Kaplan S, Ware JE Jr.. Expanding patient involvement in care: effects on patient outcomes. Ann Intern Med. 1985;102(4):520–8.

³Doctor-patient communication and satisfaction with care in oncology. Curr Opin Oncol. 2005;17(4):351–4

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