CAHPS Surveys

  • CSS is a leading CAHPS vendor, surveying millions of health plan members and patients each year with CAHPS survey instruments. CSS currently holds six CAHPS approvals and certifications from the National Committee for Quality Assurance and Centers for Medicare and Medicaid Services.

  • HEDIS CAHPS. CSS has been NCQA-certified to collect member satisfaction data since 1998. We work with hundreds of health plans each year. In 2013, CSS surveyed more than 400,000 health plan members, including 150,000 in Medicaid plans.

  • Medicare Advantage and Prescription Drug Plan CAHPS. In 2011, CSS was among the first vendors approved to conduct CAHPS surveys for MA and PD plans. CSS conducted surveys for approximately 90 plans in a recent fielding, in addition to several supplemental surveys of Medicare beneficiaries. CSS has worked closely with CMS on surveys such as the Disenrollment Reasons survey and the national implementation of the Fee-for-Services CAHPS survey.

  • Clinician and Group CAHPS. Since 2002, we have conducted CG-CAHPS (and similar surveys of patients about their physicians) for numerous organizations, including several of the largest CG-CAHPS projects to date with the Pacific Business Group on Health in California, Massachusetts Health Quality Partners, Minnesota Community Measurement, and Puget Sound Health Alliance in Washington. CSS surveys over 600,000 patients per year about their provider using the CG-CAHPS survey.

  • Accountable Care Organizations. CSS has been approved by CMS to conduct the CAHPS survey for Accountable Care Organizations. CSS partnered with the RAND Corporation to field the first-ever national implementation of the ACO CAHPS survey in 2013 and 2014.

  • Physician Quality Reporting System (PQRS) CAHPS. CSS is among the first vendors to receive conditional approval from CMS as a PQRS CAHPS survey vendor. CSS offers competitive prices, non-English language options, as well as volume and multi-year price discounts as we work with healthcare providers to measure, report and improve the experiences of healthcare consumers. We are the only vendor with previous experience fielding CMS's PQRS CAHPS survey.

  • In-Center Hemodialysis CAHPS. Since AHRQ first published the CAHPS survey for In-Center Hemodialysis facilities, CSS has surveyed more than 100 facilities each year, including independent facilities with a few dozen patients to multi-site networks with hundreds of patients. CSS offers all of CMS's approved fielding protocols, and our standard reports include key driver analysis that help facilities distinguish the survey items with the greatest impact on overall satisfaction scores.

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