All PlansAdministrativeLow impact
Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey 101
Blue Cross Blue Shield of Rhode Island·RI·Physician
Effective date
Jul 1, 2026
We identified it
Jul 1, 2026
Summary
This is an informational policy explaining the CAHPS survey methodology and its role in evaluating provider and health plan performance. The survey measures patient experience across access, communication, coordination, and customer service, with results influencing Star Ratings effective July 1, 2026. While not a billing code or coverage change, the practice should ensure clinical and administrative workflows support positive patient experiences across all touchpoints to optimize CAHPS results.
Action Required
No immediate billing system changes required. This is educational guidance about CAHPS survey methodology. However, by June 30, 2026, clinical and administrative staff should review their workflows to ensure: (1) Appointment scheduling processes minimize wait times, (2) Provider-to-patient communication is documented and timely, (3) Care coordination between providers is evident to patients, (4) Follow-up communication is consistent. Front desk staff, clinical staff, and providers should understand that patient perceptions of these interactions directly influence CAHPS scores and Star Ratings. No changes to billing software, encounter forms, or coding procedures are necessary at this time.