SPH Analytics is a CMS-approved Medicare CAHPS® Survey provider with extensive experience surveying the Medicare population on behalf of Medicare Advantage and Prescription Drug Plans. Medicare Advantage plans throughout the nation depend on us to manage their Medicare CAHPS Survey and provide insightful analysis to identify areas for potential quality improvement.

About the Medicare CAHPS Survey

Female taking disenrollment Medicare CAHPS Survey over the phoneSince 2011, CMS has required all MA and PDP contracts with at least 600 enrollees to contract with approved survey vendors to collect and report CAHPS survey data following a specific timeline and protocols established by CMS.

Medicare CAHPS is designed to measure the Medicare member’s experience and satisfaction with their Medicare Advantage and Prescription Drug Plan based on the quality of care and services received in the past 6 months.

The surveys focus on key service and quality of care measures, including getting needed care, communication with doctors, understanding of medication and the coordination of healthcare needs.

CMS Medicare CAHPS Survey results are used annually by CMS to:

  • Measure and compare the Medicare plan scores
  • Determine each Medicare Plan’s Star Rating and MA Quality Bonus Payment
  • Publicly report data via the CMS Medicare Plan Finder website and the CMS Medicare and You Handbook

The CMS report represents the plan’s official MA & PDP scores. CMS results are case-mix adjusted to correct for member profile and mode differences across plans.

Trusted Standards of Excellence

At SPH, our processes undergo rigorous internal and external audits, and all functions are performed by highly trained and qualified staff members. Mail processing, survey scanning, phone outreach, survey collection, and reporting are all conducted onsite to ensure quality oversight and exceptional customer service.

SPH clients receive innovative online reporting in an easy-to-understand format. Following data submission to CMS, SPH provides an “unofficial” report to include significance testing and analysis of trend data, benchmark data, segmentation data, correlation analysis, and key driver analysis.

Our goal is to empower plans with meaningful information to interpret data findings, identifying areas of weakness and next steps in targeting measurable improvements.

Partner with the Experts

Partner with SPH for the experience and industry knowledge health plans need when choosing a reliable survey vendor.

  • CMS-approved Medicare CAHPS Survey provider
  • Onsite oversight of all aspects of the survey administration
  • Insightful analysis to identify improvement opportunities
  • Experience and expertise reaching and surveying the Medicare population
  • Ongoing resources and guidance

SPH Analytics delivers reliable survey administration, valid results, and insightful analysis to help plans improve performance, scores/ratings, and member satisfaction.

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

Partner with a Trusted Leader

For more than three decades, SPH Analytics has helped healthcare organizations improve the experience and engagement of their patients and members. Let us bring our unique expertise and analytical and predictive approach to your organization’s challenges.

Helpful Resources on this Topic

Improving CAHPS with Drill-Down and Simulation Surveys
Brochure - Member Experience Survey Solutions
Webinar Recording: Improving Your Star Power

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