CAHPS and survey services

Discover services that can help simplify compliance and improve performance, so you and your team can focus on delivering exceptional patient care and quality of life experiences.

Providing a quality care experience is at the heart of your organization’s success but knowing where and how to improve isn’t always easy. Our CAHPS and survey services for home health and hospice help simplify compliance and offer actionable insights to support improved quality and performance—so your team can spend more time with patients and their caregivers.

Our detailed reports and verbatim comment reporting allow you to track performance across all quality measures to help identify opportunities for improvement and uncover key factors driving your results. With multiple quality checkpoints that help facilitate compliance, you can feel confident that essential quality indicators aren’t overlooked.

We also offer a bereavement survey program, including our Hospice Grief Support Services (HGSS) survey, that provides valuable feedback to help you better support patients and their loved ones when it matters most.

Gain insight

Verbatim feedback and survey-level results help provide clear insight into what your patients and caregivers are really saying.

Act quickly

An alert system immediately sends a notification when a negative or serious comment is received, allowing you to address concerns quickly and effectively.

Analyze performance

Comprehensive dashboards and reports, complete with national benchmarks and publicly reported survey results, help you identify areas of success and opportunities to improve.

A new era of care in home health

Now more than ever, agencies must secure knowledgeable partnerships and adopt digital tools that can adapt to meet changing CMS guidelines to help improve their scores. It all starts with creating better experiences for patients and caregivers and understanding how the scoring process works.

CAHPS Hospice Surveys: MatrixCare is one of the approved vendors able to offer the new webmail mode

Survey administration modes

As part of the 2025 updates, caregivers can be invited to complete the survey online through web mail before a follow-up paper survey is mailed. This new webmail mode offers a more convenient way to complete the survey and can help improve response rates. Hospice providers must select one of the available survey administration modes:

Web mail mode (NEW): Email invitation, one reminder email, and two paper survey reminders
Mail-only mode: Paper survey followed by a second reminder paper survey
Telephone-only mode: Includes up to five call attempts
Mixed mode: Paper survey followed by up to five call attempts

Actionable steps you can take now

To minimize disruption and maximize survey success, hospice agencies should start preparing for the 2025 updates now.

Review the CMS guidelines thoroughly.
Determine which survey administration mode your agency wants to use.
Vendors must receive approval to use the different modes; make sure to confirm what is offered - not all vendors can use the new web mail mode option
Review preferred vendors that can offer webmail mode if needed.
Train staff on data collection and survey administration.
Update communication strategies.
Conduct quality checks to monitor response rates and data accuracy.

Be prepared for FY25 CAHPS Hospice Survey updates

Stay updated on how hospice care will be assessed and reported, get the latest in compliance requirements, and gain actionable strategies for navigating the survey changes.

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HHCAHPS and Hospice CAHPS Honors programs

For over 10 years, the prestigious HHCAHPS Honors and Hospice CAHPS Honors programs recognize agencies that excel in delivering positive patient experiences and high-quality care as measured by the Home Health Consumer Assessment of Healthcare Providers and Systems (HHCAHPS) and Hospice Consumer Assessment of Healthcare Providers (CAHPS) satisfaction scores.

These programs are a meaningful recognition of the dedication and hard work that home health and hospice agencies put into delivering exceptional care. By highlighting agencies that excel in patient satisfaction and quality of care, these programs not only celebrate outstanding achievement, but also set standards of excellence within the industry. They inspire agencies to continually prioritize the patient and caregiver experiences—fostering trust, compassion, and innovation in home health and hospice services.

“It’s that personal touch, the relationships, that make MatrixCare different from any other vendor on the market.”

“MatrixCare has helped us guide our business decisions and our care decisions…we take care of our patients the way you want your mom taken care of.”

“MatrixCare gives us data every month – both the positive and the negative – and we use that for our day-to-day learning.”

“You often don’t get a second chance with a patient to get it right…that is why we use MatrixCare to improve upon our four pillars: patient, experience, sustainability, and innovation.”

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