CAHPS drill-down tool
Designed to measure a patient’s satisfaction and general experience with their primary care physician, the Member Satisfaction with Physician Survey results are often used by health plans:

• In contracting with physicians
• As part of a pay-for-performance program
• As specific information to physicians about customer service issues

The survey consists of 37-scaled questions from the physician care sections of the CAHPS survey allowing for Quality Compass national and regional benchmarking. (This survey is very similar to the Ambulatory CAHPS survey that is currently being tested.) Up to four custom questions can be added. Areas covered include:

• Urgent access to care
• Regular or routine access to care
• The doctor
• Office and office staff
• Nursing staff
• Overall satisfaction

Depending on research and budget objectives, the Member Satisfaction with Physician survey is available both at the provider and the practice levels. The Myers Group recommends a mail/phone methodology, targeting 30 responses per physician or practice. The benefit of the mixed methodology is the ability to make successive contact attempts, target significant returns, and adhere to a short timeframe.

A comprehensive final report, including individual physician “Report Cards”, facilitates a health plan’s decision-making process. Providers also receive this “Report Card” which helps them make improvements to their practice.