SPH Blog

Listening, Analyzing, and Motivating to Improve Healthcare Consumer Experience and Engagement

  • The 3 Main Steps to Great Patient Experience: Outreach, Engagement, and Satisfaction

    The 3 Main Steps to Great Patient Experience: Outreach, Engagement, and Satisfaction

    Sometimes when seeking the optimum healthcare experience for your patients and members, it may feel like, “You can’t get there from here.” But there are three […]

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  • AHRQ Responds to Pandemic Telehealth Surge with New CAHPS Survey

    AHRQ Responds to Pandemic Telehealth Surge with New CAHPS Survey

    In November, the Agency for Healthcare Research and Quality (AHRQ) released a new version of the Clinician and Group CAHPS Survey (CG CAHPS) in response to the large-scale adoption of telehealth...

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  • Updates from Member Experience CAHPS Vendor Training

    Updates from Member Experience CAHPS Vendor Training

    Fall is the season when survey vendors attend vendor training sessions for HEDIS CAHPS, the QHP Enrollee Survey, and the MA & PDP CAHPS survey. SPH would like to share with you the program updates...

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  • Health Plan Quality Improvement Planning Checklist

    Health Plan Quality Improvement Planning Checklist

    While the global pandemic has undoubtedly challenged many QI intiatives this year, health plans must ensure they are ready to meet the ongoing challenges in 2021.  Now is the time to plan...

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  • ‘Tis The (Flu) Season

    ‘Tis The (Flu) Season

    “I opened the door and influenza.” Okay, that’s a terrible pun, but an amusing way to welcome a very un-amusing time of year: flu season. Flu […]

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  • Planning for Q4 in a Year Like No Other

    Planning for Q4 in a Year Like No Other

    There’s no telling how the year 2020 will size up as a benchmark for future years of healthcare. Indeed, trying to use previous years as comparisons […]

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  • CMS Announces New Timeline for HOS Fielding in 2021

    CMS Announces New Timeline for HOS Fielding in 2021

    CMS has just announced that fielding for Health Outcomes Surveys (HOS) will take place only from August through November, replacing the previous April through July timeline.

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  • QHP Enrollee Survey: Proposed 2021 Survey Tool Updates to Address Telehealth

    QHP Enrollee Survey: Proposed 2021 Survey Tool Updates to Address Telehealth

    CMS recently posted proposed updates to the QHP Enrollee Survey. This survey is required for health plan issuers operating as Qualified Health Plans on the Marketplace.

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  • Elevating Patient Experience

    Elevating Patient Experience

    Hearing and Valuing the Voice of the Patient Person-centered care and the voice of the consumer have become increasingly vital measures of quality in the health care delivery system.

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  • Getting Regular-Care Patients Back on Schedule: Make it a “Grand Re-Opening”

    Getting Regular-Care Patients Back on Schedule: Make it a “Grand Re-Opening”

    Talking “care gaps” while everyone is talking “coronavirus” is a bit like talking to a brick wall. So is “preventive care,” “non-critical regular screenings,” and other […]

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  • COVID-19 Regulatory Updates that Impact Health Plan CAHPS Surveys

    COVID-19 Regulatory Updates that Impact Health Plan CAHPS Surveys

    Here at SPH Analytics we’ve been busy interpreting and addressing all of the fast and furious regulatory updates that have come from NCQA and CMS these past few days.

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  • The Human Connection of Patient/Member Experience in the Age of COVID-19

    The Human Connection of Patient/Member Experience in the Age of COVID-19

    Like many of our health plan and delivery-of-care partners, here at SPH Analytics we’ve been adapting to a crisis that calls on us to approach each day with an open mind...

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  • 7 Big Potential Impacts to CAHPS and HOS via the MA & PDP Star Ratings

    7 Big Potential Impacts to CAHPS and HOS via the MA & PDP Star Ratings

    CMS recently released two substantive pieces of rulemaking. Both Part II of the Advance Notice of Methodological Changes for Calendar Year 2021 and the Contract Year 2021 and 2022 Medicare Advantage..

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  • Taking the Temperature of Your Patient Safety

    Taking the Temperature of Your Patient Safety

    Errors, accidents, injuries, infections, and even death – certainly nothing you would ever want to experience at any healthcare facility – yet, they happen.  Hospitals, compounded by the […]

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  • Analysis of Payer Relationships as Key Driver of Physician Burnout

    Analysis of Payer Relationships as Key Driver of Physician Burnout

    SPH Analytics recently partnered with our client UPMC Health Plan to conduct research into physician satisfaction with health plans. The research uncovered several physician and payer […]

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  • Celebrating 100+ Years of the Venn Diagram (and one more anniversary, too!)

    Celebrating 100+ Years of the Venn Diagram (and one more anniversary, too!)

    It may not look like a centenarian, but it is! Birthday greetings to the “Venn Diagram.” The popular assembly of overlapping shapes […]

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  • Morpace Health Joins SPH Analytics – Good News for Health Plans

    Morpace Health Joins SPH Analytics – Good News for Health Plans

    In this long and winding, if increasingly well-traveled, road toward value-based care, few things resonate more than an increasing share of the population actively engaged in […]

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  • OAS CAHPS Update

    OAS CAHPS Update

    Please see announcement below regarding the CMS Proposed Rule for Calendar Year 2019 for OAS CAHPS. The announcement is followed by additional thoughts from SPH Analytics. […]

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  • NCQA Proposed Changes to Health Plan Accreditation Standards

    NCQA Proposed Changes to Health Plan Accreditation Standards

    NCQA Proposed Changes to 2019 Health Plan Accreditation Standards In keeping with the national focus and ongoing evolution of the healthcare environment, NCQA has been soliciting […] The post NCQA...

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  • The Importance of Member and Patient Engagement

    The Importance of Member and Patient Engagement

    Targeted outreach and engagement can have a significant impact on the quality of patient and health plan member care, health outcomes, informed decision making, healthcare costs, […] The post The...

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