CAHPS

At J.L. Morgan & Associates, Inc., we’ve proudly served as a CMS-approved CAHPS (Consumer Assessment of Healthcare Providers and Systems) survey vendor since 2005. Our dedication to excellence and innovation has positioned us as trusted leaders within the healthcare community. We understand the vital role patient experience plays in shaping the future of healthcare. With years of expertise in patient experience measurement and a deep understanding of healthcare regulations,

J.L. Morgan & Associates stands out as a trusted partner.

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CG CAHPS

(Clinical Group Consumer Assessment of Healthcare Providers and Systems)

J.L. Morgan has over 30 facilities that utilize the AHRQ 3.1 version of CG CAHPS. This survey is designed to capture more information at the provider level. The CG CAHPS was created to understand better, assess, and improve patient care experiences. This survey is offered in Spanish and English and asks patients about their experiences with care from an ambulatory care provider over 6 months.

Resources:

CAHPS Clinician & Group Adult Survey 3.1 – Script used when surveying adults for CG CAHPS.
CAHPS Clinician & Group Child Survey 3.1 –Script used when surveying Children for CG CAHPS.
2021 Guidelines for Using the CAHPS® Clinician & Group Survey – The most recent guidelines for CG CAHPS.

CG CAHPS Database – AHRQ site on the survey and a reporting database.
CAHPS Clinician & Group Survey – The AHRQ website with more information about CG CAHPS.

HCAHPS®

(Hospital Consumer Assessment of Healthcare Providers and Systems)

The HCAHPS survey, established in 2005 by the Agency for Healthcare Research and Quality (AHRQ), is a cornerstone for measuring patient satisfaction in hospitals. This standardized survey allows patients to provide feedback on their hospital experiences, including communication with staff, cleanliness, discharge processes, and overall care.

The HCAHPS survey isn’t just a requirement—it’s an opportunity to showcase what makes your hospital exceptional. As the national standard for inpatient care satisfaction, HCAHPS highlights the quality of your team’s communication, environment, and overall service. Publicly reported results influence how patients choose their care and play a critical role in Medicare’s Value-Based Purchasing Program, directly impacting your bottom line.

J.L. Morgan’s expertise ensures your hospital not only meets these challenges but excels. We help you uncover what matters most to your patients, identify areas of improvement, and consistently outperform national averages. With us, you’ll build trust, improve care, and maximize reimbursement—all while strengthening your hospital’s reputation.

Resources:

HCAHPS 101 – An introduction to HCAHPS
HCAHPS Top Box Methodology – Each measure that makes up the composites
CMS Stars Ratings– How HCAPS Stars ratings are calculated
HCAHPS Fact Sheet– (CAHPS® Hospital Survey) This has not been updated by HCAHPS.
Survey Instruments English Telephone Script and Spanish Telephone Script – The script explains the purpose of the survey and confirms necessary information about the patient. Interviewers must not conduct the survey with a proxy.

HCAHPS Quality and Assurance Guidelines – CMS version 19.0 October 2024.
Technical Notes for HCAHPS Star Ratings – Five-star quality ratings to its Compare website, the Centers for Medicare & Medicaid Services (CMS) publish HCAHPS Star Ratings on its Hospital Compare Website. Star Ratings make it easier for consumers to use the information on the Compare Web sites and spotlight excellence in healthcare quality.
HCAHPS Percentile Table – This is the link to the most recent HCAHPS Percentile Table (10/30/2024). You can compare your percentages to the national percentiles.

HHCAHPS®

(Home Health Consumer Assessment of Healthcare Providers and Systems)

Beginning in October 2010, Home Health agencies were required by CMS to participate in HHCAHPS surveys. Vendors must be certified by CMS to conduct these surveys on the Home Health agencies’ behalf. J. L. Morgan & Associates, Inc. is a CMS-approved survey vendor. Survey vendors are very important for home health agencies because per CMS, Home Health agencies are not permitted to conduct their own HHCAHPS surveys. In June of 2022, J.L. Morgan had a response rate of 37.49% which was above the National response rate of 21.24%.

Resources:

HomeHealthCahps.org – Official website for news and information on HHCAHPS

HHCAHPS Protocols and Guidelines 16.0 – The most recent update was in January 2024.
HHCAHPS Questionnaire – The most recent update was in January 2024 for the Home Health Care CAHPS® Survey

OAS CAHPS®

(Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems)

As a CMS approved vendor for OAS CAHPS, we are trusted with . Our survey covers various aspects of patient experience, including their surgery or procedure, check-in process, staff communication and responsiveness, facility cleanliness, and discharge process. We conduct this survey to gather feedback from patients, aiming to enhance their outcomes and contribute to the improvement of our services as a company.

Resources:

Introduction to OAS CAHPS – Learn more about OAS CAHPS with this PowerPoint by J.L. Morgan.

OAS CAHPS Protocols and Guidelines – The most recent is version 8.1 from February 2024.
Proposed Rule for Calendar Year 2023– (IMPORTANT UPDATE) Announced on July 22 of 2022 from OAS CAHPS website. CMS has issued the mandates for participation. Effective January 2024 participation is required of HOPDs, (Hospital Based Outpatient Departments). Effective January 2025, all ASCs, (Ambulatory Surgery Centers) will be required to participate.

ED CAHPS

(Emergency Department Consumer Assessment of Healthcare Providers and Systems)

In April 2016, CMS announced the 3.0 feasibility test for the Emergency Department was completed. The test included patients discharged from the ER directly back to the community. This test was conducted in several forms including; mail notification of an online survey; email notification of an online survey; email notification followed by mail notification and phone administration; and a real-time ED-distribution of a paper survey by hospital staff with a mail-in or phone option for completion.

Resources: