CG-CAHPS is not about “smile school” but rather about getting back to the core of what we do as providers: delivering quality outcomes for patients. Strong performance on the CG-CAHPS survey is usually associated with decreased liability risk, improved clinical outcomes, and reduced provider burnout. While it’s technically just a score, it serves as an important barometer for deter-mining the quality of the patient experience we deliver. Just as we use lab tests to help determine whether a patient has an infection (like a high white cell count), so too can CG-CAHPS help us understand where we can best focus our efforts to improve the patient experience, because it represents the patient’s eyes and voice. Just as the patient’s white cell count generally goes down when we treat the infection successfully, so too will CG-CAHPS results improve when we treat the underlying issues in the practice. It’s important to understand that CG-CAHPS data is already publicly reported at www.medicare.gov/physiciancompare. Do you know what your patients are saying about their experiences in your office? Your communication? Your follow-up on test results? How helpful and courteous your office staff are?
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