Healthcare Providers

The Center for the Study of Services (CSS) has over two decades of experience fielding patient experience surveys on behalf of provider organizations, health plans, hospitals, the Centers for Medicare and Medicaid Services (CMS), and leading research organizations. CSS is currently a certified survey vendor for PCMH CAHPS, ACO CAHPS, PQRS CAHPS, and ICH CAHPS. We have also fielded some of the largest Clinician-Group CAHPS survey efforts in the country using customized data collection, analysis, and reporting approaches designed for public reporting and pay-for-performance.

  • Clinician Group CAHPS. CSS surveys over 600,000 patients per year about their provider using the CG-CAHPS survey. 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.

  • Patient Centered Medical Home CAHPS. CSS is certified by the National Committee for Quality Assurance to administer the PCMH CAHPS survey. CSS worked on several field tests of the CAHPS PCMH survey, including NCQA's version, and offers a variety of fielding protocols that can be tailored depending on the needs and budget of your organization. We offer point-in-time surveys as well as ongoing survey options; mail, phone, and internet surveys; and fielding schedules throughout the year that are timed for the submission of PCMH CAHPS data to NCQA.

  • ACO CAHPS. The Consumer Assessment of Healthcare Providers and Systems (CAHPS) Survey for Accountable Care Organizations (ACOs) lets accountable care organizations participating in the Medicare Shared Savings Program (Shared Savings Program ACOs) and Pioneer ACO Model meet their requirement to measure patient experience of care. CSS is an approved vendor, and has been conducting ACO CAHPS surveys since 2013. CSS partnered with the RAND Corporation to field the first-ever national implementation of the ACO CAHPS survey in 2013 and 2014.

  • 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.

  • Patient Survey Collaborative. CSS sponsors and administers the Patient Survey Collaborative project in which we collaborate with community health care coalitions and health plans to survey patients about their experience with their physicians. In 2008, these projects were conducted in the Kansas City, Memphis, and Denver regions and in New York City and included 387,000 sample members, and results were reported to physicians, health plans, and the public at the individual doctor level - an unprecedented achievement.

  • PQRS CAHPS. The Consumer Assessment of Healthcare Providers and Systems (CAHPS) Survey for group practices participating in the Physician Quality Reporting System (PQRS) was developed to collect information about patient experience and care within that group practice. 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.

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