2020 CAHPS Enhancement Services

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TM Driving Impact at the Nexus of Health, Value, and Happiness Contact Us: | 866-460-5681 The year 2020 has been an unprecedented challenge for healthcare organizations – not simply due to the onslaught of COVID-19, but also the accompanying and seemingly never-ending array of regulatory updates from NCQA and CMS. In addition to the challenges of collecting data for your CAHPS surveys in 2020 – a year where some surveys are now not mandatory – you also have two additional significant challenges: • Many CAHPS survey vendors are switching to mail-only protocols because of widespread staffing shortages at their call centers • Survey results will now be more difficult to act upon and fully comprehend as neither NCQA nor CMS will be publishing benchmarks this year As the nation's largest CAHPS survey partner to health plans, SPH Analytics can help your plan overcome these challenges and supplement the services you are receiving from your current CAHPS partner in order to more thoroughly measure, analyze, and improve your member experience. With more than 350 health plan clients and recognized as the largest member satisfaction measurement firm by Modern Healthcare, SPH can add these key services to your 2020 survey program: Benchmarks from the Largest Survey Vendor Book of Business in the Industry* Compare and align your members' experience with more than 350 health plans in the U.S. – including a majority of all Medicaid and Commercial plans. Given that CMS and NCQA will not be producing CAHPS benchmarks this year, the SPH Book of Business benchmark presents you with singularly the largest health plan member experience library from which your plan can draw the key comparisons to drive improvement in CAHPS results, member experience, and quality of care. With the SPH Book of Business benchmark, you can: • Understand industry trends this year during the COVID-19 pandemic • Compare your results with significance testing to benchmark aggregates that include health plans across the industry • Understand where you are over- or under-performing across various key measures • See clearly where your performance on member experience measures lies in comparison to the industry using percentile ranks and distributions across the SPH Book of Business. • Glean important insights using the SPH Key Driver Analysis that includes performance evaluation compared to the SPH Book of Business. Phone Outreach Services at a Time When Members Are More Likely to Respond Live agent access via phone is a very effective channel for people to discuss their healthcare experience, and during the pandemic, phone response rates have risen across the board -- including during daytime hours, among cellphone users, and even among people in typically tough-to-reach demographics 1 . And at SPH, our call centers: • remain open and fully staffed during the pandemic with highly trained, courteous onsite phone agents • provide services 7 days/week during these hours: 9am-12:30am ET (Mon-Fri); 10am-9pm ET (Sat) and 12pm-9pm ET (Sun) • conduct 40 million calls per year to health plan members and provider practices • are staffed with full-time bilingual (English/Spanish/ Mandarin) telephone agents • are geographically distributed for business continuity purposes • are HIPAA-compliant and HITRUST-certified 2020 CAHPS ® Enhancement Services ©2020 Symphony Performance Health, Inc. All Rights Reserved. 20.4.1 CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ). 350+ Health Plans Contact your SPH Strategic Account Executive to take advantage of the data collected during your 2020 regulatory season. | 866-460-5681 1 *Applies to organizations that contract with SPH for CAHPS services in 2021

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