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CAHPS

NRC Health has been involved with the Center for Medicare and Medicaid Services (CMS) Consumer Assessment of Healthcare Providers and Systems (CAHPS) programs since the beginning, participating in the very first CAHPS program for health plans. We bring innovative strategies to our CAHPS programs to provide value to all healthcare stakeholders.

Not only will you meet CMS requirements on specific CAHPS programs, but you will also be equipped with the knowledge you need to improve your customer experience—faster. Click on a specific CAHPS program below to read more about NRC Health’s offerings.

Learn More: To learn more about our solutions, please contact us or call 1-800-388-4264.

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) formal public reporting initiative mandated by CMS asks your patients to rate their experiences with respect to various healthcare delivery systems. These ratings are shared with the public, potentially affect your hospital’s reputation and standing in the community it serves, and is used to calculate value-based purchasing payments.

NRC Health takes a unique approach to measuring the patient experience by specifically identifying acceptable caregiver behaviors. That’s why NRC Health client hospitals achieve a 59 percent higher rate of improvement on HCAHPS measures such as ‘Overall Rating of Hospital.’

Accountable care organizations (ACOs) are revolutionizing healthcare through integrated, coordinated, high-quality care. Hospitals, clinics, and other care settings are beginning to work together to reduce readmissions, minimize errors, and lower costs. ACO CAHPS was developed to help achieve these collaborative goals using a universal set of patient experience measures.

For ACOs, this 58-question survey must be performed by a CMS-approved vendor via mixed-mode methodology; mail and phone.

The Merit-based Incentive Payment System (MIPS) is one way for clinicians to participate in the Quality Payment Program. The CAHPS for MIPS Survey is a way to evaluate clinician performance and promote improved quality and value in healthcare. Groups who elect to administer the CAHPS for MIPS Survey must do so through a CMS-approved survey vendor and will earn a performance-based Medicare payment adjustment.

NRC Health administers the CAHPS for MIPS Survey via mixed telephone and mail methodology per CMS guidelines, offering our customers a seamless experience gathering this valuable feedback and providing insight into opportunities to improve the patient experience.

A supplemental item set available to CGCAHPS clients is Patient-Centered Medical Home (PCMH). This enables you to ask patients about their experiences with the domains of primary care that define a medical home. While the PCMH CAHPS survey instrument has many similarities to the Clinician and Group CAHPS survey, it also addresses specific processes of care relevant to patient-centered medical homes with the goal of measuring and improving care delivery.

Survey versions for adults and children address components of care such as access, communication, self-management support, office staff, information and coordination of care. The adult survey includes questions regarding behavioral health care. The child survey also covers development and prevention.

Home health agencies are familiar with the national implementation of the HHCAHPS survey by CMS. Public reporting began in 2012 and failure to comply by eligible agencies means a 2% reduction in the Annual Payment Update reimbursement rate. And performance-based payment may be right around the corner—meaning that soon your HHCAHPS scores are likely to impact your reimbursement rate.

NRC Health makes HHCAHPS administration easy, provides meaningful and user-friendly reports, and offers a proactive approach to helping your organization drive improvement. Our leadership and expertise are proven to pay off in higher HHCAHPS scores for the organizations that work with us. NRC Health HHCAHPS clients outperform national benchmarks in publicly reported measures.

Evaluating the experiences that families and children have when a child stays overnight in the hospital is critical to understanding quality of care. Since patient-centeredness is a direct component of healthcare quality, it makes sense that NRC Health plays an integral role in the development of the Child HCAHPS survey.

Child HCAHPS (formerly Pediatric HCAHPS) is funded by the federal Agency for Healthcare Research and Quality (AHRQ) and CMS. The survey will be part of the CAHPS portfolio of instruments, which are developed and maintained by a team of prominent research organizations under the auspices of the AHRQ.

The Consumer Assessment of Healthcare Providers and Systems Outpatient and Ambulatory Surgery Survey is designed to measure the experiences of care for patients who visited a Medicare-certified hospital outpatient department (HOPD) or ambulatory surgery center (ASC) for a surgery or procedure.  Voluntary participation began in 2016 but participation will be mandatory starting with January 2018 surgeries/procedures.  HOPDs and ASCs must partner with a CMS-certified vendor.  Public reporting is estimated to begin in January 2018 and will include patients who received services in July 2016-June 2017.

By gathering feedback from family and caregivers after a patient has passed, the CAHPS Hospice Survey is designed to measure the quality of care patients received in the final stages of life. Results let hospices identify opportunities for improvement and help patients make informed decisions about their care.

Participation through an approved vendor is required by CMS. NRC Health partners with hospice organizations to field the CAHPS Hospice Survey through mail, phone, or mixed mail and phone methodology to ensure compliance with CMS guidelines and gain insight into the experiences of this valued population.

In-Center Hemodialysis CAHPS (ICH CAHPS) is a relatively new required mandate from CMS. As a CMS-approved and Renal Services Exchange preferred vendor, NRC Health is prepared to help you assess the patient experience in your dialysis facilities and compare your organization to others in your region, state, and across the country.

CMS requires each in-center hemodialysis facility serving more than 30 patients to contract with a CMS-approved survey vendor to administer the ICH CAHPS Survey. Organizations will have 2% of their annual Medicare reimbursement at risk if they don’t participate and meet certain performance thresholds.