CAHPS Data: Consumer Assessment and Healthcare Provider Systems

Determine which company your facility uses to track patient satisfaction (i.e. Press Ganey or a competitor). Identify how the company was chosen, how patients are selected to receive a survey or do 100% of patients receive the survey, how are surveys sent out (electronic or paper), what is the return rate on surveys, what does the facility do with the data, how meaningful does the organization perceive the data to be, and how is data feedback provided to providers and front line staff? You may also provide an example of when something was changed, modified or put in place as a result of CAHPS data. 


CAHPS stands for Consumer Assessment and Healthcare Provider Systems. The CAHPS surveys follow scientific principles in survey design and development to collect data from patients on patient satisfaction. The surveys are developed to ensure reliability when collecting data from large samples of patients. Additionally, CAHPS surveys have standardized questions and data collection protocols that ensure the information collected can be used to compare patient satisfaction across healthcare settings. Healthcare organizations use CAHPS surveys to identify their strengths and weaknesses, determine whether there is a need for improvement, and track their progress over a certain period. There are various companies used to track patient satisfaction. This essay presents the company used by my facility to track patient satisfaction, how the company was selected, patients’ selection, how the surveys are sent out, the organization’s perception and use of the data, and how the data feedback is provided to care providers and other staff.

Enterprise Quality

The company that my facility uses for surveys to track patient satisfaction is enterprise quality. Enterprise quality is a cloud-based management system/patient engagement software that uses surveys to track and manage different quality indicators in an organization, enabling it to grade its performance based on the quality indicator and encourage performance improvement. The company frequently conducts patient satisfaction surveys to develop patient satisfaction scores and provide insight to drive care improvement initiatives.

Enterprise Quality was selected for use in patient satisfaction surveys due to its different advantages over its competitors, such as press Ganey. First and foremost, the company uses data from surveys to help organizations move from just reacting to quality events to predicting and proactively turning the data into intelligent and actionable insights to facilitate improvement. Additionally, the company uses a smart, adaptable cloud-based quality management system, which is flexible and easily customizable. Therefore, it accommodates all organizational needs and allows the institution to customize patient satisfaction surveys to meet its specifications.

Furthermore, the company offers improvement insight to the institution and connects the insight to its quality management. It ensures that the survey data is used to improve patient satisfaction continuously and helps to manage and track progress in related quality improvement initiatives. Research shows that patient satisfaction in healthcare attributes include provider attitude, care accessibility, technical competence, and care efficacy (Ng & Luk, 2019). The Enterprise Quality management system emphasizes these attributes in patient satisfaction surveys. Therefore, the company was the best choice for use in patient satisfaction surveys in our facility.

Patient Selection and Mode of Sending the Surveys

The institution sends patient satisfaction surveys to 100% of the patients. The reason for not selecting a certain percentage of patients to use in the patient satisfaction survey is to increase the survey return rate. Sending the survey questionnaires to 100% of the patients increases the rate of return, gives more accurate feedback and leaves no opportunity for leaving out important feedback.

The surveys are sent and compiled electronically through the Enterprise Quality Management system. According to Hemadeh et al. (2019), electronic patient satisfaction surveys are more embraced, and patients are more likely to take the surveys compared to paper surveys. Additionally, the compilation of data from surveys electronically is easier. The patient satisfaction surveys are sent bi-annually to all patients through the contacts registered in our patient records database.

Survey Return Rate and Data Use

The average survey return rate in our facility is 65%. However, a reminder is sent to all patients who do not return their surveys, after which the return rate rises to about 70%. The facility uses the survey’s CAHPS data to inform improvement initiatives to ensure more comfort and better service provision and thus enhance patient satisfaction. Additionally, the institution perceives the data to be very meaningful.

A study by Perneger, Peytremann-Bridevaux and Combescure (2020) shows a correlation between patient satisfaction survey return rates and patient satisfaction scores. Most importantly, feedback from 65% of the patients who return their surveys before the reminder usually gives honest feedback. However, the additional survey returns and the others that are not returned also imply below-average to poor satisfaction.

Data feedback is posted on the institution’s portal, where all staff can access it. Additionally, the leaders hold in-person meetings to discuss the survey data reports and use them to strategize on quality improvement initiatives. CAHPS data feedback is also sent to the leaders via work emails. One of the things that have improved following CAHPS data is system upgrades. During last year’s first half, patient satisfaction surveys included discontent with our scheduling and online follow-up systems. The data was used to begin a systems upgrade, which is currently underway. Positive reactions from the upgraded system are being noticed, a sign of improvement and patient satisfaction.


In conclusion, patient satisfaction is an essential quality indicator in healthcare institutions. Patient satisfaction enhances patient compliance and clinical outcomes and increases loyalty and referrals. Healthcare institutions should select patient satisfaction surveys that best suit their specifications and provide the best insight to inform improvement. Sending patient satisfaction surveys to 100% of the patients increases the chances of better scores and getting accurate feedback. The institution’s management should use the CAHPS data from patient satisfaction surveys to identify improvement areas and enhance performance.


Hemadeh, R., Hammoud, R., Kdouh, O., Jaber, T., & Ammar, L. (2019). Patient satisfaction with primary healthcare services in Lebanon. The International Journal of Health Planning and Management34(1), e423-e435.

Ng, J. H., & Luk, B. H. (2019). Patient satisfaction: Concept analysis in the healthcare context. Patient Education and Counseling102(4), 790-796.

Perneger, T. V., Peytremann-Bridevaux, I., & Combescure, C. (2020). Patient satisfaction and survey response in 717 hospital surveys in Switzerland: a cross-sectional study. BMC Health Services Research20(1), 1-8.

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