What you receive
- A survey and feedback plan for the selected programs
- Reports, comment themes, and relevant comparisons
- An improvement plan with accountable owners
Experience Measures
Patient experience surveys. Intelligence that leads to action.
PatientEXP provides CAHPS survey administration, custom patient feedback, reporting, benchmarking, and analysis through one coordinated engagement. Connect the findings to improvement priorities and activate timely, accountable follow-through.
Your engagement
Turn measurement into a clear improvement priority.
Scope the services, deliverables, and responsibilities around your priority. Agree on a baseline, review period, and measures before work begins.
What you bring
- A program lead and eligible data sources
- Priority populations, care settings, and reporting needs
- Leaders to review findings and own follow-through
What we measure
- Response and representation of the selected population
- Experience trends using consistent measures
- Completion of agreed improvement actions
Signal capture capabilities
Four experience measures. One connected solution.
PatientEXP brings these capabilities together so your team can collect the data it needs and act on what matters across the care journey.
CMS CAHPS Data
Administer the CAHPS programs your organization needs, with program-specific survey operations, reporting, and interpretation connected to improvement priorities.
Real-Time Experience Capture
Collect feedback at meaningful moments across the care journey to identify concerns and trigger timely follow-up.
Customer Trust
Understand customers’ confidence in the care experience and use their feedback to guide improvement.
Customer Effort Scores
Measure how easy or difficult people find a task or interaction, such as scheduling, finding information, or getting help.
Experience Measures FAQ
Make measurement the beginning of action.
Are CAHPS results and real-time feedback the same?
No. CAHPS follows the methods and reporting cycle of the selected program. Real-time feedback captures selected moments during the care journey. PatientEXP helps you use both while preserving their different purposes and timelines.
Which experience measures does PatientEXP offer?
PatientEXP offers CMS CAHPS Data, Real-Time Experience Capture, Customer Trust, and Customer Effort Scores, supported by survey administration, reporting, benchmarking, and analysis.
How does PatientEXP connect experience measurement to action?
PatientEXP brings selected experience and operational signals into a shared priority, then connects that priority to timely follow-up, accountable workflows, and measurable learning.
How do survey results fit into activation?
PatientEXP provides survey administration and research alongside activation. We help you collect new data, use existing authorized results, interpret findings, and define the next action through one coordinated service plan.
Survey program coverage
Measurement across your care settings.
Select the programs that fit your organization. We coordinate administration, data quality, reporting, and improvement support. Each program retains its applicable methods, authorizations, and reporting requirements.
Hospitals and emergency care
Hospital CAHPS (HCAHPS), Emergency Department CAHPS, and Child Hospital CAHPS.
Outpatient and medical practices
Outpatient & Ambulatory Surgery CAHPS (OAS CAHPS), Clinician & Group CAHPS (CG-CAHPS), and CAHPS for MIPS.
Home and community care
Home Health Care CAHPS (HHCAHPS), Hospice CAHPS, and Home & Community-Based Services CAHPS.
Dialysis
In-Center Hemodialysis CAHPS (ICH CAHPS) survey administration and reporting.
Health plans
Health Plan CAHPS, Medicare Advantage & Prescription Drug Plan CAHPS, and the Qualified Health Plan Enrollee Experience Survey.
Additional measurement programs
CoreQ, CAHPS with PCF supplemental items, and customized patient experience surveys.
From collection to interpretation
Know what matters. Know where to act.
Survey administration
Program planning, survey design where applicable, sampling, distribution, response collection, and reporting. Modes and languages follow the selected program.
Real-time and pulse feedback
Custom listening at meaningful moments, with response reporting and service-recovery routing that supports timely follow-up.
Benchmarking and key-driver analysis
Use relevant comparison groups and analytic findings to identify improvement priorities. Interpret differences in context rather than treating every score as equivalent.
Comment analysis and executive reporting
Bring quantitative results and qualitative feedback into clear reports, dashboards, and leadership discussions.
Improvement planning
Translate findings into priorities, accountable owners, and practical changes with consulting and implementation support.
Experience Activation
Connect selected signals to communication and response workflows, then evaluate what changed against an agreed baseline.
Activate your intelligence