CAHPS Hospice Survey: 2025 update overview
In 2025, big changes are coming to the CAHPS Hospice Survey — including a revised question set, the launch of the new web mail administration mode, updated survey timelines, and clarified guidelines for communicating with caregivers.
In this blog, the first in a two-part series, we provide an overview of these changes, which aim to improve data collection and streamline processes.
First, hospices must ensure compliance by understanding caregiver selection rules and survey administration timelines. Here is an overview of that timeline, from the prenotification letter to the end of the survey field period:
CAHPS Hospice Survey question set
Of 39 CAHPS Hospice Survey questions, 12 are revisions of existing questions and four are newly added. In addition, hospices can add up to 15 supplemental questions to the set.
These questions are being removed:
- Received confusing/contradictory information
- Received pain medicine
- Discuss side effects of pain medicines
- Training about side effects of pain medicines
- Training about when to give pain medicines
- Training about trouble breathing
- Patient restless or agitated
- Training about restlessness/agitation
- Training about safely moving the patient
- Received care while living in a nursing home
- Nursing home and hospice staff worked well together
- Nursing home and hospice gave different information
These questions are new:
- Did the hospice team provide care that respected your family member’s wishes?
- Did the hospice team make an effort to listen to the things that mattered most to you and your family?
- Hospice teams may teach you how to care for family members who need pain medicine, have trouble breathing, are restless or agitated, or have other care needs. Did the hospice team teach you how to care for your family member?
- How often was your family member treated unfairly by the hospice team because of their race or ethnicity?
Supporting 9 quality measures
Changes to quality measures are minimal. In fact, there will be no changes to the following six measures:
- Getting timely help
- Treating patient with respect
- Emotional support
- Help for pain and symptoms
- Rating of this hospice
- Willingness to recommend
There are changes, however, to several areas including:
Communication with family: 1 question has been removed and there is a minor calculation change, but it will continue to be reported publicly with no gap.
Training family to care for family: This new single-question measure replaces 4 questions and will not be publicly reported until February 2028.
Care preferences: This is a new composite from 2 new questions and will not be publicly reported until February 2028.
Hospice roles and required responsibilities
Along with the coming 2025 update, hospices are reminded of their required responsibilities — including mandatory participation in the CAHPS Hospice Survey (if eligible) and authorization of a survey vendor.
Agencies must obtain user account(s) for the CAHPS Hospice Survey data warehouse and review data submission reports. They will also have to provide complete and accurate data to vendors each month, including CCN-level counts and a list of all decedents/caregivers. This list should encompass all decedents, regardless of payor, who died except those who request “no publicity” and should identify a primary caregiver, if applicable.
Keep in mind that updated information will also need to be provided if requested.
Communicating about the CAHPS Hospice Survey
There are strict rules around how hospices can and cannot communicate about the CAHPS Hospice Survey. Let’s break it down:
Hospices may notify ALL caregivers about the survey and include an informational flyer within bereavement packets provided after the patient’s death.
Hospices may NOT, however, show or provide the survey, prenotification letter, cover letters or the survey envelope to patients or caregivers prior to administration of the survey, or while the patient is still under hospice care. It’s also important to never modify the informational flyer, aside from adding the vendor name, hospice logo and vendor logo.
Survey administration modes
Along with the other changes coming in 2025, a new option for survey administration is available to invite caregivers to complete the survey online before a follow-up paper survey is mailed. This will hopefully provide a more convenient way for caregivers to complete the survey and potentially increase response rates.
Hospice providers must select one of the four available modes:
- Mail-only mode: Paper survey followed by a second reminder paper survey.
- Web mail mode (NEW): Email invitation, one reminder email, and two paper survey reminders.
- Telephone-only mode: Up to five telephone calls/attempts.
- Mixed mode: Paper survey followed by up to five telephone calls/attempts.
Regardless of the mode chosen, a prenotification letter must be mailed seven days prior to the first survey and the fielding period extending from 42 to 49 days starts with the first survey. Here’s a timeline breakdown:
Actionable steps for the CAHPS Hospice Survey changes
To prepare for these 2025 updates, hospice agencies can take steps to minimize disruption and maximize survey success:
- Thoroughly review the CMS guidelines
- Determine which survey administration mode your agency would like to utilize
- Approve vendors to use the different modes (check with your vendor to confirm what is offered, as not all vendors will be able to use the new web mail mode option)
- Review preferred vendors that are able to administer web mail mode, if needed
- Train staff on data collection and survey administration
- Update communication strategies
- Conduct quality checks to monitor response rates and data accuracy
Regardless of how you prepare, be sure to work closely with your survey vendor to ensure they can provide the necessary support.
Experience how MatrixCare can support your CAHPS Hospice Survey success in the New Year and beyond.
Connect with us today to learn how we can help you prepare for CAHPS Hospice Survey success.
Liz Silva
With over a decade of valuable experience in the healthcare industry, Liz is a seasoned professional who specializes in working closely with home health and hospice organizations. Her expertise lies in determining strategic needs and seamlessly integrating and utilizing data for informed decision-making. Liz’s proficiency in product management enables her to design user-friendly and quality-driven solutions that empower clients to analyze and comprehend results effortlessly.
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