Unlock Insights from the Latest CAHPS and HCAHPS Updates: Key Takeaways from NRC Health’s Live Webcast

Healthcare organizations nationwide rely on patient experience surveys like CAHPS Hospice, HCAHPS, and OAS CAHPS to measure and improve quality of care. Staying current with survey protocol changes, compliance updates, and best practices for reporting is essential for accurate data collection and maximizing the impact of patient feedback. 

A recent NRC Health live webcast explores important updates to CAHPS Hospice surveys, evolving modes of HCAHPS data collection, and upcoming deadlines that providers must know about. Whether you missed the live event or want a refresher, this blog breaks down the essential takeaways and invites you to access the on-demand webcast recording to deepen your understanding. 

Catch the full webcast on demand.

Patient experience data shapes everything from reimbursement to strategic planning. With survey protocols undergoing regular evolutions—such as the early termination of the PCF PEX CAHPS model, and significant CAHPS Hospice survey updates launching this summer—healthcare organizations must adapt swiftly to remain compliant and optimize response rates. 

NRC Health’s experts explained how these changes impact survey administration, reporting metrics, and operational workflows, while also revealing new research on survey response behaviors across modes (mail, phone, web, email). This kind of actionable intelligence can empower your team to: 

• Improve patient engagement and survey participation 
• Ensure accurate, compliant data collection 
• Interpret new survey questions and dimensions 
• Prepare for upcoming submission deadlines 
• Stay ahead of CMS reporting requirements 

One of the webcast’s main focuses was the updated CAHPS Hospice survey launching in July 2025 (with surveys mailed starting in early July, based on April decedents). Here’s what’s new: 

• Survey length and questions: The updated survey now has 38 questions, with 12 old questions removed, three new ones added, and wording changes to 21 questions to improve clarity and inclusivity. (For example, wording like “he or she” was changed to “they/them,” and “person” was updated to “patient.”) 
• Pre-notification letters: Caregivers will receive a pre-notification letter seven days before the survey mailing, designed to boost awareness and participation. 
• Extended data-collection window: The timeframe to complete the survey has been extended from 42 to 49 days, giving caregivers extra time to respond. 
• Removed question on unfair treatment: The question about racial or ethnic unfair treatment by hospice staff was removed prior to launch. 

How These Changes Impact Your Reports 

Sarah Fryda, M.S., Research Team Manager, at NRC Health provided valuable insights into how these survey updates will affect reporting: 

• New care-preferences dimension: The survey incorporates two new questions about whether the hospice team listened to what mattered most and respected patient wishes. 
• Reduced “Getting Hospice Care Training” dimension: The survey now includes just one question focused on family care training. 
• Hospice team communication: The survey was adjusted from six to five questions, reflecting a more focused communication assessment. 

All these updates will start to appear in reporting metrics at the end of July 2025, so organizations should prepare their teams to interpret the new data accurately.

The webcast also shed light on important trends in HCAHPS survey modes for 2025, especially the rise of mixed-mode survey administration (email + mail + phone). 

Response Rates by Mode 

• The highest response rates (30%+) came from mixed-mode outreach, using email followed by mail, then by phone. 
• Mixed-mode mail + phone scored second highest at 24%. 
• Mail-only surveys had the lowest response rate (~20%), consistent with previous years. 

Why Mode Choice Matters 

Survey mode selection is critical to reaching diverse patient populations. Factors influencing mode effectiveness include: 

• Patient literacy and accessibility 
• Internet access and availability of valid emails 
• Cost and resource considerations 

NRC Health recommends that facilities collect and maintain valid, up-to-date email addresses to maximize response rates with digital outreach. Mixed modes allow patients to respond in their preferred format, improving inclusivity. 

Mode Effects on Scores 

• Phone surveys tend to yield the highest scores across most patient experience dimensions. 
• Web surveys score slightly higher than mail surveys. 
• CMS adjusts scores by mode to ensure fair comparisons across providers, so mode choice does not confer scoring advantages but affects unadjusted data interpretation. 

Click here to access additional CAHPS-related content and resources.

The webcast concluded with some critical upcoming dates to keep on your radar: 

• ACO Reach CAHPS Authorization Tool: Reauthorization required by July 28, 2025, for facilities using NRC Health as the survey vendor. 
• CAHPS Hospice Survey Launch: Mailing begins early July 2025, with pre-notification letters sent in late June. 
• HCAHPS Data Submission: First-quarter 2025 data (reflecting new survey changes) is due July 9, 2025. 
• OAS CAHPS Data Submission: Also due July 9, 2025, marking the first quarter linked to reimbursement for many ambulatory surgery centers. 
• Psychiatric Patient Experience Survey (PICS): NRC Health will support this voluntary survey as more CMS details emerge. 

Catch the Webcast On Demand  

This webcast offers a wealth of practical insights straight from NRC Health’s CAHPS compliance and research teams. 

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