CG-CAHPS and H-CAHPS Surveys Tell the Truth About the Effectiveness of
CG-CAHPS and H-CAHPS survey results are powerfully affected (whether for negative or positive!) by the effectiveness of communication in the doctor-patient relationship!
Check out these central communication-related items:
H-CAHPS (Hospital) Survey: Questions about Physician-Patient Communication
Section: Your Care from Doctors
(Response Options: Never, Sometimes, Usually, Always)
Section: How Well Do Doctors Communicate?
- Q 5: During this hospital stay, how often did doctors treat you with courtesy and respect?
- Q 6: During this hospital stay, how often did doctors listen carefully to you?
- Q 7: During this hospital stay, how often did doctors explain things in a way you could understand?
(Response Options: Never, Almost Never, Sometimes, Usually, Almost Always and Always)
Supplemental CG-CAHPS Items
- Q 14: In the last 12 months, how often did this doctor explain things [about your child’s health] in a way that was easy to understand?
- Q 15: In the last 12 months, how often did this doctor listen carefully to you?
- Q 17: In the last 12 months, how often did this doctor give you easy to understand instructions about taking care of these health problems or concerns?
- Q 18: In the last 12 months, how often did this doctor seem to know the important information about your/your child’s] medical history?
- Q 19: In the last 12 months, how often did this doctor show respect for what you had to say?
- Q 20: In the last 12 months, how often did this doctor spend enough time with you/your child]?
The CAHPS Consortium has adopted several sets of supplemental items for the CG-CAHPS Surveys. Item sets are available to measure Shared Decision-Making and Cultural Competence of health care providers from the patient’s perspective. These items focus on communication as well. For instance, take a look at the item sets on Cultural Competence and Patient-Engagement.
CG-CAHPS Cultural Competence Item Set
CG-CAHPS Item Set on Patient Engagement and Shared Decision-Making
- Providers [Doctors] are polite and considerate
- Provider talked too fast
- Provider interrupted patient when patient was talking
- Provider used a condescending, sarcastic, or rude tone or manner with patient
- Providers [Doctors] are caring and inspire trust
- Patient could tell provider anything
- Patient could trust provider with medical care
- Provider always told patient truth about health
- Provider cared as much as patient about health
- Provider cared about patient as a person
The CG-CAHPS Survey now includes a Supplemental Item Set on Patient Engagement and Shared Decision-Making. Providers focused on Patient-Centered Care are opting to include these items in their surveys:
Even if you do not choose to include these items in your CG-CAHPS standard item set, these items illuminate the indicators of patient engagement and shared decision-making which, if integrated into everyday practice, will enhance the doctor-patient relationship and outcomes. While these items might remain optional, as the basic CG-CAHPS tools become required, practices with diverse patient populations are increasingly building them into their standard surveys.
- Provider talked about the reasons you might want to take a prescription medicine.
- Provider talked about the reasons you might not want to take a prescription medicine.
- When talking about starting or stopping a prescription medicine, provider asked you what was best for you.
- Provider talked about the reasons you might want to have surgery or procedure.
- Provider talked about the reasons you might not want to have surgery or procedure.
- When talking about surgery or procedure, provider asked you what was best for you.
- Provider talked about including family or friends in making health decisions.
- Provider talked about how much of your personal health information you wanted to share with family or friends.
- Provider respected your wishes about sharing personal health information with family or friends.
- You brought a family member or friend with you to talk with this provider.
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) program is a multi-year initiative of the Agency for Healthcare Research and Quality (AHRQ) to support the assessment of consumers’ experiences with health care. Standardized CAHPS patient questionnaires can be used to compare results across sponsors and over time. The many users of CAHPS survey data consider survey results in making decisions and choices that are of great consequence to hospitals, medical practices and individual physicians.
Users of CG-CAHPS and H-CAHPS Survey Data
- Patients and consumers: These are the primary audience for CAHPS survey results. By disseminating CAHPS survey results, organizations are encouraging people to use information on quality to make decisions that result in better health care and ultimately better health. Organizations that serve as consumer or patient advocates are also an important audience for CAHPS results because they distribute and interpret the information for their constituents.
- Payers! CAHPS Survey results are a significant factor in Pay-for-Performance. The Value-Based Purchasing Program of the Centers for Medicare and Medicaid Services (CMS) includes selected CAHPS patient experience measures as a key ingredient in determining hospital reimbursement, including items on physician communication. The impact: The survey items on physician communication weigh heavily in the pay-for-performance formula for hospitals. And as health plans and medical groups adopt the CG-CAHPS program, physician communication scores will impact reimbursement in the outpatient realm and the earnings of groups and individual physicians as well.
- Public and private organizations that monitor the quality of health care organizations: These include State regulatory agencies, accrediting organizations, professional societies, and Quality Improvement Organizations (QIOs). These groups use CAHPS survey results in combination with other quality measures to evaluate performance and help health care organizations identify their strengths and weaknesses. Many also share this information with consumers and patients.
We will help your physicians strengthen their results for these critical communication-related items!
- Accrediting agencies: While accrediting organizations do not sponsor the surveys themselves, they are a major driver of their use.
- Purchasers of health care services: Medicare and many Medicaid agencies use CAHPS survey results along with other information on quality and costs to:
- Inform employees and other beneficiaries;
- Assess the performance of the organizations with which they contract;
- Identify and select high-value health care organizations; and
- Design incentive programs to spur providers and plans to improve the quality of care.
- Provider Organizations and Health Plans: They use CAHPS survey results to identify aspects of their performance that need improvement. Organizations can compare their own performance with that of competitors.
Call Jill Golde at 314-571-9607 or Dorothy Sisneros at 602-615-1192.
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