Learn more about the HOS and CAHPS surveys

What are the Health Outcomes Survey and the CAHPS^® survey?

The Health Outcomes Survey asks patients to report on their health outcomes, while the Consumer Assessment of Healthcare Providers and Systems Survey asks patients to report on their experiences with a wide range of health care services.

Why are these surveys important?

The goal of the Health Outcomes Survey is to gather clinically meaningful health status data from Medicare Advantage patients about health outcomes. The data gleaned from the survey is used to support quality improvement activities, monitor health plan performance and improve the health of this patient population.

The Consumer Assessment of Healthcare Providers and Systems Survey gathers data from members about a wide range of health care services. According to the Agency for Healthcare Quality and Research,** a positive health care experience for patients is associated with positive clinical outcomes and better business outcomes, including improving patient loyalty, maximizing referrals and improving patient compliance.

To support discussions with your patients about their experiences, we began sending postcards to members in late July. The postcards remind patients to discuss their health care experiences and health‑related concerns with their health care provider or office staff member at their next visit.

How can a patient’s experiences with health care services affect their health?

The health care team at a doctor’s office not only includes physicians and medical assistants, but often includes nurses, customer service representatives, care managers and others. The entire team can affect the health of patients and how they assess their health care experience.

We encourage you to improve the experiences of your patients by addressing the following topics:

• Explain the benefits of getting COVID‑19 and flu vaccinations.
• Discuss the importance of checking blood pressure regularly for patients with hypertension.
• Explain the importance of checking Hgb A1c for patients with diabetes.
• Tell patients how to find their results after testing. Let patients know the time frame in which they will receive their test results and when to call if they haven’t received their results.
• Let them know to get a needed office appointment in a timely manner. Remind them that some appointments are routine or not urgent, so it’s OK to have them scheduled at some point in the future. Help them understand what “urgent” means.
• Perform an assessment of your patient’s physical activity and make recommendations on how to improve.
• For Medicare Advantage patients, perform an assessment of your patient’s fall risk, and discuss measures to prevent falls.
• For your Medicare Advantage patients, ask if they have urinary incontinence or urine leakage, and review options for treatment.
• Perform an assessment of a patient’s medication compliance and ability to pay for medications. Change prescriptions as appropriate. Let them know about avenues to explore if they need financial help.

We appreciate all you do to help keep your patients healthy and safe.

**Blue Cross Blue Shield of Michigan doesn’t own or control this website.