Patient Experience and Satisfaction: Consumer Assessment of Healthcare Providers and Systems (CAHPS) and Health Outcome Survey (HOS)

Activity description

The Centers for Medicare and Medicaid Services (CMS) utilize the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) and Health Outcome Survey (HOS) surveys to understand patients' perceptions of their experience with providers, health care systems, prescription drug services, and health status. Medicare Advantage contracts are required to participate in the surveys, which are administered by vendors certified by the National Committee for Quality Assurance (NCQA) and CMS. Due to the importance of patient experience to CMS, the CAHPS and HOS surveys are worth over a third of the Star Rating.

How you treat patients, the words you choose, and the provision of care directly influence your patients' experience and can support positive survey responses. By honoring and respecting patients through genuine care, compassion, and concern, we can positively impact patients’ perceptions of key aspects of their care. This activity provides an overview of CAHPS and HOS surveys and strategies to promote a positive patient experience.

Provided by
This activity is provided by Optum Health Education and Optum.

Commercial support
No commercial support was received for this activity.

Hardware/Software Requirements
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Target Audience

This activity is designed to meet the educational needs of coders, nurses, nurse practitioners, physicians, PAs and other health care professionals interested in providing high-quality health care and positive patient experiences.

Learning Objectives

At the end of this educational activity, participants should be able to:

  • Describe CAHPS and HOS and recognize their impact on providers and health plans.
  • Recognize how the results from patient experience surveys impact quality-of-care scores and CMS funding for individual provider’s offices and health plans.
  • Identify strategies to enhance patients’ experiences and perceptions and improve CAHPS and HOS survey scores.
Activity summary
Available credit: 
  • 1.00 AMA - Physicians
  • 1.00 ANCC - Nurses
  • 1.00 Attendance - General Attendance
Activity opens: 
08/07/2024
Activity expires: 
08/07/2027
Rating: 
0

Faculty/Activity planners
Julie Binkley
VP, Member Experience
Clinical Excellence Quality, Optum Health

Rebecca Gleason, RN, CCM
Activity Manager
Optum Health Education

Isseline Natal-Gonzalez, MBA, BSHIM, LPN, CPHQ
Director Quality Education, Training and Regulatory Updates
Clinical Excellence Quality, Optum Health

Carol Umstead
Clinical Program Development Manager, Education
Clinical Excellence Quality, Optum Health

Disclosures of relevant financial relationships
In accordance with the Accreditation Council for Continuing Medical Education's (ACCME) Standards for Integrity and Independence in Accredited Continuing Education, OptumHealth Education (OHE) requires all those in control of educational content to disclose their financial relationships with ineligible companies within the prior 24 months. Ineligible companies are defined by the ACCME as companies whose primary business is producing, marketing, selling, re-selling, or distributing health care products used by or on patients. Individuals must disclose all financial relationships, regardless of the amount, with ineligible companies and regardless of their view of the relevance of the relationship to the education. OHE ensures that the content is independent of commercial bias.

The activity faculty or planners have no financial relationships to disclose.

Method for calculating CE credit
CE credit was calculated by the complexity of content.

Accreditation Statement
Joint Accreditation LogoIn support of improving patient care, this activity has been planned and implemented by Optum Health Education and OptumCare. Optum Health Education is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE) and the American Nurses Credentialing Center (ANCC), to provide continuing education for the health care team.

Credit Designation Statements
Nurses
The participant will be awarded up to 1.00 contact hour(s) of credit for attendance and completion of supplemental materials.

Nurse Practitioners
The American Academy of Nurse Practitioners Certification Program (AANPCP) accepts credit from organizations accredited by the ACCME and ANCC.

Physicians
Optum Health Education designates this enduring activity for a maximum of 1.00 AMA PRA Category 1 Credit(s)™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

PAs
The American Academy of Physician Assistants (AAPA) accepts credit from organizations accredited by the ACCME.

Attendance
A certificate of attendance will be provided to learners upon completion of activity requirements, enabling participants to register with licensing boards or associations that have not been pre-approved for credits. To apply for credit types not listed above, participants should use the procedure established by the specific organization with which they wish to obtain credit.

Available Credit

  • 1.00 AMA - Physicians
  • 1.00 ANCC - Nurses
  • 1.00 Attendance - General Attendance
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