Every year, the Centers for Medicare & Medicaid Services conducts two separate surveys of Medicare beneficiaries to evaluate their experiences with their health plans and Providers.
Here’s a quick breakdown of each survey and how you can provide the best patient experience possible:
Health Outcomes Survey
The Health Outcomes Survey (HOS) asks Medicare beneficiaries several health-related questions about their own physical and mental health, the presence of pain and its effect on daily activities, smoking, exercise and more. Besides asking AvMed Members to assess themselves in the above categories, the HOS also asks whether their AvMed Provider has spoken to them or advised them on said issues.
Consumer Assessment of Healthcare Providers and Systems
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) Survey is used to assess the patient experience as well, but this survey focuses on how patients perceived different aspects of their care – not how satisfied they were. The survey touches upon topics such as patient-doctor communications, healthcare coordination and Provider accessibility.
What You Can Do
- Limit wait times. Try to see your patients as close to their scheduled appointment time as possible. Avoid overbooking (or double-booking) patients, as this can contribute to significant delays.
- Coordinate care more effectively. If your patients are seeing more than one Provider, each Provider should be aware of one another. During each appointment, remember to ask patients about other care they may have received since their last visit.
- Follow up about any test results. Stay on top of test results and communicate them to patients as soon as possible. And if they have questions, make sure that you or someone from your office is available to answer them.
For more help on improving the patient experience, contact AvMed’s Provider Services Center at 1-800-452-8633. Providers who contact the Center will be invited to participate in the Provider Post-Call Survey, which will ask you about the services you received during your call. Your feedback will help us improve our overall services to better suit your needs. You will only be asked to participate in this call once in a 15-day window.