CAHPS Health Plan Survey Measures

Version 5.0

For more information: Patient Experience Measures from the CAHPS Health Plan Survey (PDF, 545 KB)

Getting Needed Care

Q9          Easy for respondent to get necessary care, tests, or treatment
Q18        Respondent got appointment with specialists as soon as needed

Getting Care Quickly

Q4          Respondent got care for illness/injury as soon as needed
Q6          Respondent got non-urgent appointment as soon as needed

How Well Doctors Communicate

Q12        Doctor explained things in a way that was easy to understand
Q13        Doctor listened carefully to enrollee
Q14        Doctor showed respect for what enrollee had to say
Q15        Doctor spent enough time with enrollee

Health Plan Customer Service

Q22        Customer service gave necessary information/help
Q23        Customer service was courteous and respectful    

Enrollees' Ratings

Q8          Rating of all health care
Q16        Rating of personal doctor
Q20        Rating of specialist
Q26        Rating of health plan

Version 4.0

For more information: Reporting Measures for the CAHPS Health Plan Survey 4.0 (PDF, 246 KB)

Getting Needed Care

Q17        In the last 12 months, how often was it easy to get appointments with specialists?
Q21        In the last 12 months, how often was it easy to get the care, tests, or treatment you thought you needed through your health plan?

Getting Care Quickly

Q4          In the last 12 months, when you needed care right away, how often did you get care as soon as you thought you needed?
Q6          In the last 12 months, not counting the times you needed care right away, how often did you get an appointment for your health care at a doctor's office or clinic as soon as you thought you needed?

How Well Doctors Communicate

Q11        In the last 12 months, how often did your personal doctor explain things in a way that was easy to understand?
Q12        In the last 12 months, how often did your personal doctor listen carefully to you?
Q13        In the last 12 months, how often did your personal doctor show respect for what you had to say?
Q14        In the last 12 months, how often did your personal doctor spend enough time with you?

Health Plan Information and Customer Service

Q23        In the last 12 months, how often did your health plan's customer service give you the information or help you needed?
Q24        In the last 12 months, how often did your health plan's customer service staff treat you with courtesy and respect?       

Overall Ratings

Q8          Using any number from 0 to 10, where 0 is the worst health care possible and 10 is the best health care possible, what number would you use to rate all your health care in the last 12 months?
Q15        Using any number from 0 to 10, where 0 is the worst personal doctor possible and 10 is the best personal doctor possible, what number would you use to rate your personal doctor?
Q19        We want to know your rating of the specialist you saw most often in the last 12 months. Using any number from 0 to 10, where 0 is the worst specialist possible and 10 is the best specialist possible, what number would you use to rate the specialist?
Q27        Using any number from 0 to 10, where 0 is the worst health plan possible and 10 is the best health plan possible, what number would you use to rate your health plan?

Page last reviewed May 2016
Page originally created May 2016
Internet Citation: CAHPS Health Plan Survey Measures. Content last reviewed May 2016. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/cahps/surveys-guidance/hp/about/survey-measures.html