What is CAHPS?

The Alliance measures member satisfaction using the CAHPS® (Consumer Assessment of Healthcare Providers and Systems) survey annually. The survey looks at health plan’s performance and members’ experiences in the provider office.
The CAHPS survey is conducted for Medicare and Medi-Cal members.

How is the CAHPS survey conducted?

A sample of the Alliance’s members or parents of child members are mailed a CAHPS survey every spring. After completing the survey, the member or parent can mail the survey back to our survey vendor. The vendor also follows up with a phone call to those members or parents that have not mailed back the survey.

Why does the Alliance conduct a CAHPS survey?

The Alliance uses the survey results to identify opportunities to improve member satisfaction.

What can you do to improve your CAHPS Scores?

  • During the spring season, please inform your patients that they may receive a survey asking about their experience.
  • Encourage your patients to complete and mail back the survey.
  • Always provide outstanding customer service to your patients.

If you have any questions about CAHPS, need more information, or would like a copy of the Alliance’s CAHPS information, please contact the Provider Services Department at 510-747-4510 or by email