UHC: CAHPS Importance of Care Coordination

April 9, 2019

The Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey includes a wide range of questions, some of which are tied to care coordination. This very important topic was identified by the Institute of Medicine (IOM) as one of the national priorities for action to improve quality and make care safe, effective, patient centered, timely, efficient and equitable.1


The following includes a review of CAHPS care coordination-related questions, and consumer feedback on how care providers can work together to improve patient experience. Please share this information with the other care providers and office staff at your practice.


Care Coordination Questions

These CAHPS survey questions are directly connected with care coordination:

  • How often did your personal doctor seem informed and up-to-date about the care you got from other doctors or health providers?

  • Has your personal doctor or doctor’s office managed your care among different providers and services to your satisfaction?


Ideas to Help Improve Patient Experience

The recently released Voice of the Member Report, completed by a research firm that conducts the CAHPS survey, shared these quotes from consumers about how their care providers can work together to make a positive impact on their experience:2

  • “It would be so much more helpful if my health plan, pharmacy and doctors would all work together. They all tell me to talk to the other ones and they don't talk to each other anymore.”

  • “My one specialist always asks me about everything so he is aware what is going on with me. I see him every six months and he is always familiar with what other health issues I have. He usually contacts other doctors for any of that info.”


 If questions are specific to CAHPS, however, you can contact our Employer and Individual Market Quality Director, Stephanie Harju, at Stephanie.harju@uhc.com and she would be happy to assist. Thank you for your help and support.


1 Agency for Healthcare Research and Quality: “Closing the Quality Gap: A Critical Analysis of Quality Improvement Strategies”; https://www.ahrq.gov/downloads/pub/evidence/pdf/caregap/caregap.pdf. Accessed Dec. 18, 2018.

2 Voice of the Member Report: DSS Research; June 2018. Feedback is based on qualitative findings from DSS-funded online research communities consisting of adult consumers with health insurance and prescription drug coverage from across the country.

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

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