CAHPS Insider: March 2025

Public Reporting Refresh

Publicly reported HCAHPS results on Care Compare have been updated to reflect results from Q2 2023 – Q1 2024 (April 1, 2023 – March 31, 2024).

Preview Reports

Preview Reports including HCAHPS results from Q3 2023 – Q2 2024 (July 1, 2023 – June 30, 2024) and Star Ratings based on data from the October 2024 refresh are available through the Hospital Quality Reporting (HQR) Portal. The preview period for hospitals to review their data closes March 14, 2025. These data will be publicly reported on Care Compare in April 2025.

Public Reporting Refresh

OAS CAHPS data have been updated in the Provider Data Catalog to include results from Q2 2023 – Q1 2024 (April 1, 2023 – March 31, 2024). Results are available at facility, state, and national levels. Patient-Mix Adjustment Factors are available under Quick Links on the OAS CAHPS website.

Total Number of Patients Served

The Total Number of Patients Served variable is being removed from OAS CAHPS XML file layouts. Facilities will no longer need to provide this count in their monthly patient information files and vendors will no longer need to include this variable in their data submission files. These changes will take place after the January 8, 2025, deadline. It should be removed starting with Q4, 2024 data ahead of the April 9, 2025, deadline.

Public Reporting Refresh

Publicly reported CAHPS Hospice results and Star Ratings on Care Compare have been updated to reflect results from Q2 2022 – Q1 2024 (April 1, 2022 – March 31, 2024) decedents.

Preview Reports

Hospices can review their results that will be published on Care Compare in advance of the May 2025 refresh. Preview Reports are available for review through the Certification and Survey Provider Enhanced Reports (CASPER) application until March 14, 2025. The reports will be available to download for an additional 30 days after the preview period ends.

Please click here for additional information on CAHPS Hospice Preview Reports.

Strategies to Improve Response Rates

CMS recognizes the challenges with declining ICH CAHPS response rates and has provided suggestions and patient engagement materials to increase participation.

→ Let patients know what to expect

• Cover the basics such as the purpose, timeline, and plans to improve patient care based on survey results
• Show them this survey envelope example so they recognize it in the mail
• Familiarize them with NRC Health’s support line number – 1-800-733-6714

→ Use a poster or flyer in your facility to promote awareness and participation

• Add your logo and print the pre-approved templates in English and Spanish

→ Provide FAQs in your waiting room

• Print the FAQ documents in English and Spanish and make them available to your patients

→ Refer patients to the ICH CAHPS Dialysis Patient website

• Patients can find FAQs and additional information on ichcahps.org/Dialysis-Patients

Web Mode

During the 2022 Mode Experiment, CMS couldn’t assess the feasibility of a web mode for ICH CAHPS due to insufficient email addresses in patient contact information. They are considering another mode experiment, and dialysis facilities are encouraged to update patient contact details in EQRS, including email addresses.

Historic Response Rates