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Published Date: 2025-07-22

CAHPS-Cues-Clear-Communication-for-Better-Care

CAHPS Cues: Clear Communication for Better Care

This month, we’re focusing on a critical aspect of patient satisfaction: the importance of clearly explaining care in a way that’s easy to understand.

For our Dual-Eligible Special Needs Plan (D-SNP) population, clear communication is especially important. Many of our members face challenges such as low health literacy, disabilities, or limited access to resources. Simplifying medical explanations helps build trust, improves health outcomes, and positively impacts CAHPS scores.

Understanding Health Literacy

Health literacy is the ability to obtain, process, and understand basic health information to make informed decisions. Members may face the following obstacles while receiving care:

Medical terms can feel overwhelming or confusing.
Instructions for medications, treatments, or follow-ups may be misunderstood.
Cultural or language differences can create additional barriers.

Clear communication bridges these gaps and empowers patients to actively participate in their care.

Check out some tips below to help improve this experience measure:

Patient Experience Survey Question: How often did your personal doctor explain things in a way that was easy to understand?
Pre-Visit	Prepare simple materials like visual aids, large print, or translated resources for common conditions or treatments. Know your audience. Consider the patient’s cultural background, education level, and potential language barriers when preparing to explain complex concepts.
During the Office Visit	Use plain language and avoid medical jargon. Provide information in small, manageable chunks and pause to ensure the patient understands. Use the teach-back method by asking the patient to repeat the information in their own words. Engage visually by using diagrams, models, or written instructions to supplement verbal explanations
Post-Visit	Send follow-up summaries. Offer help with next steps and ensure patients know how to contact your office with questions or concerns. Follow up.

Explaining care instructions clearly can reduce confusion, empower patients, and encourage them to follow care plans. This level of support is essential to strengthening patient-provider communication and achieving better health outcomes.