Patient Experience and Satisfaction: Consumer Assessment of Healthcare Providers and Systems (CAHPS) and Health Outcome Survey (HOS)
The Center for Medicare and Medicaid Services (CMS) utilize the Consumer Assessment of Healthcare Providers and Systems (CAHPS) and Health Outcome Survey (HOS) surveys to understand better patients' perceptions of their experience with providers, health care systems, prescription drug services and health status. Medicare Advantage contracts are required to participate in the surveys, which are administered by vendors certified by the National Committee for Quality Assurance (NCQA) and the CMS. Due to the importance of patient experience to CMS, the CAHPS and HOS surveys are becoming more heavily weighted in the overall Stars calculations each year and are worth almost half the total Star Rating.
How you treat patients, the words you choose, and the provision of care directly influence your patients' perception of the care they receive and help improve how they respond to the surveys. By honoring and respecting patients through genuine care, compassion and concern, patients' experience should improve over time. This activity will provide an overview of CAHPS and HOS surveys as well as strategies to improve the patient experience.
This activity is provided by Optum Health Education and Optum.
No commercial support was received for this activity.
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This activity is designed to meet the educational needs of coders, nurses, nurse practitioners, physicians, PAs and other health care professionals interested in providing high-quality health care and positive patient experiences.
At the end of this educational activity, participants should be able to:
- Describe CAHPS and HOS and understand their impact on providers and health plans.
- Recognize how the results from patient experience surveys impact quality-of-care scores and CMS funding for individual provider’s offices and health plans.
- Identify strategies to enhance patients’ experiences and perceptions and improve CAHPS and HOS survey scores.
Joyce Andersen, RN, BSN, MN
Clinical Quality Training Consultant
Clinical Performance Quality, Optum
Sarah Chart, RN
Rebecca Gleason, RN, CCM
Sherida Hogg, RN, MS
Director Quality Education, Training and Regulatory Updates
Clinical Performance Quality, Optum
Amy Nguyen Howell, MD, MBA, FAAFP
Chief, Office for Provider Advancement
Senior National Medical Director, Optum
Director of Quality, Member Experience
Disclosures of relevant financial relationships
In accordance with the Accreditation Council for Continuing Medical Education's (ACCME) Standards for Integrity and Independence in Accredited Continuing Education, OptumHealth Education (OHE) requires all those in control of educational content to disclose their financial relationships with ineligible companies within the prior 24 months. Ineligible companies are defined by the ACCME as companies whose primary business is producing, marketing, selling, re-selling, or distributing health care products used by or on patients. Individuals must disclose all financial relationships, regardless of the amount, with ineligible companies and regardless of their view of the relevance of the relationship to the education. OHE ensures that the content is independent of commercial bias.
The activity faculty or planners have no financial relationships to disclose.
Method for calculating CE credit
CE credit was calculated by the complexity of content.
In support of improving patient care, this activity has been planned and implemented by Optum Health Education and OptumCare. Optum Health Education is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE) and the American Nurses Credentialing Center (ANCC), to provide continuing education for the health care team.
Credit Designation Statements
The participant will be awarded up to 1.00 contact hour(s) of credit for attendance and completion of supplemental materials.
The American Academy of Nurse Practitioners Certification Program (AANPCP) accepts credit from organizations accredited by the ACCME and ANCC.
Optum Health Education designates this enduring activity for a maximum of 1.00 AMA PRA Category 1 Credit(s)™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
The American Academy of Physician Assistants (AAPA) accepts credit from organizations accredited by the ACCME.
A certificate of attendance will be provided to learners upon completion of activity requirements, enabling participants to register with licensing boards or associations that have not been pre-approved for credits. To apply for credit types not listed above, participants should use the procedure established by the specific organization with which they wish to obtain credit.
- 1.00 AMA - Physicians
- 1.00 ANCC - Nurses
- 1.00 Attendance - General Attendance
You must be logged into your account to participate in this activity. Get started by clicking “Continue” and taking the “Pre-Activity Assessment”; then follow the prompts at the bottom of the screen. At the end of the activity, you will be able to view, save or print your certificate of participation. A complete listing of all of your activities can be found under “My Account”, “My Activities.”