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CAHPS Survey: Improving Patient Satisfaction and Outcomes
Florida Blue·FL·Provider Bulletin
We identified it
Jul 9, 2026
Summary
This is an informational bulletin from Florida Blue regarding the CAHPS patient satisfaction survey for Federal Employee Program (FEP) participants. The policy highlights two priority areas for improving CAHPS scores: (1) Rating of Health Plan—emphasizing communication, care coordination promotion, and plain-language discussions with patients, and (2) Claims Timeliness—requiring accurate documentation, claims tracking, and proactive patient communication. While not a direct billing code or coverage change, this policy indirectly affects billing operations by requiring improved documentation practices and claims processing transparency.
Action Required
Immediately: Billing and front-desk staff should implement the following operational improvements to support CAHPS survey performance: (1) Ensure all claims submissions include thorough, accurate, and complete documentation to prevent processing delays; (2) Establish internal tracking of claims processing metrics and identify bottlenecks in the billing workflow; (3) Implement proactive communication protocol with patients regarding claim status updates; (4) Coordinate with clinical staff to ensure written summaries of diagnoses, treatment plans, and next steps are provided to patients; (5) Verify member eligibility before service delivery to avoid delays that could negatively impact survey responses. While not mandatory for claims submission, these process improvements directly influence patient satisfaction scores that CMS tracks for FEP enrollees. No immediate changes to billing codes, prior authorization processes, or claim submission procedures are required.