10/11/2024 | News release | Distributed by Public on 10/11/2024 07:32
August and September are pivotal months for health plans, as they receive final 2024 Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey reports and begin preparing for next year's survey process. It's the perfect time to review member feedback, address emerging trends, and strategize for future improvements.
A key topic often raised in these discussions is the survey response rate-an area of concern for many, as response rates continue to decline across most survey product lines, aside from the Qualified Health Plan (QHP) survey.
Internet survey protocols, particularly QR codes, have been instrumental in mitigating some of these declines. However, health plans have limited ability to take further steps due to the Centers for Medicare & Medicaid Services (CMS) and the National Committee for Quality Assurance (NCQA) survey technical specifications. With these restrictions in place, one of the most effective strategies health plans can adopt is improving the accuracy of member contact information-especially valid email addresses-to ensure surveys reach the right audience. The accuracy of contact information varies greatly across health plans-as does the percentage of members in the CAHPS sample with valid email addresses. For example, the availability of email addresses in the Medicare Consumer Assessment of Healthcare Providers and Systems (MCAHPS) survey ranged from 0% to 80% across plans.
One way plans can improve member contact data is by leveraging data exchange programs already in place with their provider networks. Since patient contact information is updated several times a year during office visits, this partnership can yield a more accurate, up-to-date member database.
Interestingly, an analysis of the MCAHPS survey results revealed that members who responded via internet protocols report higher satisfaction than those who used traditional methods. While the internet option has enhanced member satisfaction, it hasn't significantly increased response rates. From this, we infer that respondents would have likely responded via mail if an online option hadn't been available.
CMS and NCQA now require more survey responses for measures to be considered valid in accreditation and quality ratings. This means some plans can't report certain measures. To avoid this, health plans can leverage a few proactive strategies-like oversampling-to meet the new thresholds. We encourage health plans to explore these options to ensure their CAHPS results are valid and actionable. This also lets plans direct resources effectively, improving the areas of member experience that need it most.
While health plans often seek quick fixes to improve CAHPS scores, the reality is that lasting improvements in member experience require a long-term approach.
Plans should focus on building strong foundations in a few key areas.
When health plans focus on these strategies, they not only can improve their CAHPS scores, but also build stronger relationships with their members-leading to long-term success. While the journey to better member experience may take time, with a commitment to proactive engagement, listening, and partnership, plans can see meaningful improvements in both satisfaction and survey outcomes.
To learn more about Press Ganey's solutions for health plans, reach out to a member experience expert.