White Papers

CG-CAHPS: Learning From Early Adopters


Taming the Wild West of the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) surveys once seemed far off into the future. Today, however, real progress is being made around how, where, and when the survey and survey data will be used. Although CG-CAHPS still is not fully mandated for all practice types and sizes, the push to adopt these patient experience surveys has reached a crescendo, with significant forward momentum happening in 2012 and 2013. In the last year alone, the Centers for Medicare & Medicaid Services (CMS) has provided more clarity on the rollout, publishing final CG-CAHPS rules for Medicare accountable care organizations (ACOs) and primary care group practices participating in the Physician Quality Reporting System (PQRS). CMS has also published timelines for public reporting, which will start in 2013 and 2014, and has indicated that pay-for-performance will begin for some groups in 2014. 

HealthStream has collected a large sample of CG-CAHPS survey results from physician offices over the last three years. The survey data identifies clear trends in how patients perceive the care they are receiving from their providers. Specifically, the data illustrates that how well a provider communicates in the exam room has ramifications on the patient’s overall impression of the practice. Because national CG-CAHPS scores are trending on a tight curve like HCAHPS, providers will need to receive high marks on surveys just to reach the average at the 50th percentile, nationally. It’s time for all providers to develop a patient experience strategy. The good news is that physician offices that have not yet participated in CG-CAHPS can learn from others and begin establishing their own best practices.

This white paper includes:

  • Key CG-CAHPS Updates
  • Early CG-CAHPS Trends: What the Data Tells Us
  • Translating CG-CAHPS Scores on the National Stage
  • Why to Start CG-CAHPS Now
  • Key Lessons Learned: Minnesota Takes on CG-CAHPS
  • How HealthStream Readies Physicians for CG-CAHPS

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