Hospice CAHPS Scores Key Differentiator in Competitive Market

Posted Sunday December 12, 2021

A hospice’s quality is tied to its financial success in a competitive market. The ratings they receive from family and quality show a direct correlation to the amount of business they attract.

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey ratings is one of the most important sources of hospice quality. CMS requires that hospices send the survey to families following a patient’s death to gauge their satisfaction with the services they have received.

Hospices should pay close attention to how their CAHPS ratings compare not only with competing providers, but also against nationwide averages, according to Liz Silva, director of home health and hospice at HEALTHCAREfirst.

“Understand how you compare with both the state and national scores [and] how, without that external comparison, you may not know how you are performing,” Silva told Hospice News during a recent webinar. “That’s a critical piece — to understand how you do compared to others — since that’s how the star ratings are going to be calculated. It takes into consideration all providers’ scores to wrap together, so it’s really important to be able to understand how your current scores are compared with the rest of the industry.”

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