Improve Enrollees' Experiences

One important use of the Health Plan Survey results is to identify strengths and weaknesses in a health plan’s performance and then assess the impact of interventions to improve enrollees’ experiences in specific areas. Several resources are available to support health plans in this effort.

The CAHPS Ambulatory Improvement Guide

The CAHPS Ambulatory Care Improvement Guide is a comprehensive resource for health plans seeking to analyze and improve their performance in the domains of quality measured by the CAHPS Health Plan Survey.

Reports and Case Studies

Case Studies of Quality Improvement Initiatives—RAND has produced a series of case studies of quality improvement initiatives designed to improve patients' experiences with care. One of the case studies focuses on the successful quality improvement efforts of a health plan.

Supplemental Survey Items for Quality Improvement—In 2005, the RAND Team developed a set of supplemental items for the CAHPS Health Plan Survey designed to help plans develop and monitor quality improvement efforts in several areas of care. This work was done in response to feedback from health plans regarding their need for more actionable items.

Podcasts and Presentations

For a series of podcasts devoted to the topic of improving experiences with care, select here.


Excelling on CAHPS: Lessons from Top-Performing Medicaid and CHIP Health Plans (Webcast)—Two top-performing health plans shared how they have achieved high patient experience scores in the areas of access to care, communication with doctors, member information and customer service, and overall health plan ratings.

User Group Meeting (UGM) Presentations

Several speakers at CAHPS User Group Meetings have discussed using the surveys to improve health plan performance. The following presentations were delivered at the 12th CAHPS and 2nd SOPS User Group Meeting in April 2010.

The following presentations were delivered at the 12th CAHPS and 2nd SOPS User Group Meeting in April 2010.

View all Presentations from the 12th CAHPS & 2nd SOPS User Group Meeting.

Using the CAHPS Health Plan Survey To Improve Quality for Medicaid Recipients

Health Plan Use of CAHPS Clinician & Group Survey for Reporting and Quality Improvement

Page last reviewed September 2016
Page originally created June 2012
Internet Citation: Improve Enrollees' Experiences. Content last reviewed September 2016. Agency for Healthcare Research and Quality, Rockville, MD.