As Value-Based Care And Telehealth Rise, Patient Experience Measurement Desperately Needs An Update For The Digital Age

Health Affairs December 7, 2020
Sarah Hudson Scholle, Margaret E. O’Kane, Paul Cotton

As health care moves into the digital age, patient experience measurement—a cornerstone of today’s value-based health care movement—also must become digital. The results could mean a dramatic leap forward in how, and how well, the voice of the patient is heard.

Twenty-five years ago, the Agency for Healthcare Research and Quality (AHRQ) launched the Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys, which established a standardized approach for measuring patient experience of care. It was a revolutionary step, and since then, CAHPS surveys have become critical components in a myriad of federal, state, and private value-based programs (VBP) today. At the National Committee for Quality Assurance (NCQA), we have incorporated CAHPS into our health plan accreditation, patient-centered medical home...

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