CAHPS By the Numbers
How many members fill out a CAHPS survey every year?
About 600
How many customer service questions are on the CAHPS survey?
Don't Wait, _______
Escalate
When is the CAHPS survey administered?
March - June
How much is the CAHPS survey worth compared to other Stars measures? (How much is it weighted)
2x
What age group is least likely to respond positively to "Got Information / help from health plan"
Members over the age of 80
Acting with _____ helps members feel positive about their call center interaction
Empathy
True or False - the CAHPS survey is only administered to Keystone HMO members
False - all Medicare members take the CAHPS survey
What percent of the total plan population completes a CAHPS survey?
About 1%
Name 2 of question that falls under the Customer Service category for CAHPS
1.Treated with courtesy and respect
2. Got information / help from plan
3. Forms easy to fill out
Help, Not __________
Homework
True or False - Independence knows which members complete a CAHPS survey?
False
How much is the IBC Quality Bonus Payment for reaching 4 Stars?
Approximately what percent of questions on the CAHPS survey are about providers?
About 50%
By what percent did "Treated with courtesy and respect" improve from 2018 - 2019?
About 12%
When members are happy with their health insurance, they are more likely to _____
1. Make behavioral changes
2. Get preventive screenings and services
3. Take medications as directed
4. Lead healthier lives
Compared to last year, how many additional members does KS need to report as having a positive experience with the call center to reach 5 stars?
904
Customer Service has a high correlation to which section of the CAHPS survey?
Rating of Health Plan
Strive for _______
FCR
How long do members need to be with the plan in order to fill out a CAHPS survey?
6 months