Member Satisfaction
Are you aware that your patients are asked on the Consumer Assessment of Healthcare Providers & System (CAHPS) survey whether their doctor is providing care coordination and involving them in health care decisions? The CAHPS survey results are important to you, the health plan, DCH and CMS. Your patients' survey responses contribute to your performance results and to the health plan performance results on STAR scores and NCQA CAHPS results.
Here are a few tips you can use to raise patient awareness of all the great work you are doing to provide care coordination and involve the patient in decision making:
Care Coordination
- Survey Question: In the last six months, did you get care from a doctor or other health provider besides your personal doctor?
- Tip: Ask your patients about care received outside your practice since the last visit.
- Survey Question: In the last six months, how often did your personal doctor seem informed and up-to-date about the care you received from these other doctors or health providers?
- Tip: Discuss the referral response from the specialist or your knowledge of your patient’s ER visit and how to handle similar situations in the future.
Shared Decision Making
- Survey Question: In the last six months, did you and a doctor or other health provider talk about starting or stopping a prescription medicine?
- Tip: Medication starts, stops and adjustments are regularly occurring opportunities for you to engage your patients in their care.
- Survey Question:When you talked about starting or stopping a prescription medicine, how much did a doctor or other health provider talk about the reasons you might want to take a medicine?
- Tip: Assess patient understanding of how the medication will help them.
- Survey Question: When you talked about starting or stopping a prescription medicine, how much did a doctor or other health provider talk about the reasons you might not want to take a medicine?
- Tip: Assess patient understanding of side effects to watch for, or for alternatives.
- Survey Question: When you talked about starting or stopping a prescription medicine, did a doctor or other health provider ask you what you thought was best for you?
- Tip: Let your patients know that they came to you for advice and here is what you think could be done. Ask them if they can carry out the plan and if they think this plan is the best for them.
