Sept. 17, 2025
Through the annual Consumer Assessment of Healthcare Provider and Systems survey, our members in commercial PPO and HMO plans shared their 2024 experiences with their health care plans and providers.
Key findings from the 2024 CAHPS® survey: The survey revealed that members‘ ratings of their personal doctors were positive. Members also said their doctors communicate well.
Opportunities for improvement included rating of health care and specialist; care coordination; the ability to get care needed through specialist appointments, tests or treatment; and getting urgent and routine care quickly.
Positive experiences: With its emphasis on patient experiences, the survey is a useful measurement tool in establishing benchmarks. Focusing on positive patient experiences may have benefits for your practice and patients, including:
- Patient retention and growth
- Adherence to provider recommendations
- Improvements in patients’ overall health and wellness
- More timely preventive care addressed by patients
- Advancements in patient engagement
For more information on patient experiences, refer to the Agency for Healthcare Research and Quality.
About CAHPS: Conducted through mail, phone and online, the survey asks a random sample of eligible commercial members to rate their care, providers and service in the prior 12 months. The survey emphasizes domains where providers have the most impact, such as access to care, care coordination and medical assistance with smoking and tobacco use cessation. Learn more from the Centers for Medicare & Medicaid Services.