Each year, the Centers for Medicare & Medicaid Services (CMS) sends the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey and Healthcare Outcomes Survey (HOS) to UnitedHealthcare® Medicare Advantage plan members to gather insights into how they feel about their patient experience (PX). We conduct monthly PX surveys with your patients, and we share the results with you, so you can better understand your patients’ perceptions.
Getting Needed Care is the first of 3 categories in the PX survey that we conduct monthly with Medicare Advantage members. In Question 1 of this category, we ask your patients to rate how easily they were able to make appointments and receive care in a timely manner. Earlier this year, we introduced new wording changes* to Question 1 on the PX survey that may have impacted responses from your patients.
To help ensure that your target scores are fair and attainable, and account for the possibility of lower scoring, we’re decreasing the Getting Needed Care category Star ratings by 2 points as shown in the following table:
|Getting needed care||3-Star rating||4-Star rating||5-Star rating|
These new target scores are effective immediately for the following incentive programs:
To learn more about patient experience scores and how we use them, check out the 2022 Patient Experience Guidebook or view our self-paced Patience Experience interactive guide.
For more information about the patient experience resources available to you and to receive your monthly scores, please contact your UnitedHealthcare representative.