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CAHPS Cues: Ensuring Doctors Have the Information They Need

Published Date: 2025-06-24

This month, we’re focusing on improving provider access to medical record information, which is key to patient satisfaction.

This portion of the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey reflects how well care is coordinated across teams and systems.

How to Improve “Care Coordination” Measures

Ensuring doctors have access to complete, accurate information improves patient outcomes and fosters trust. This leads to better care coordination, fewer delays, and more informed decisions.

Below are some tips for improving this measure:

Patient Experience Survey Question: When you visited your personal doctor for a scheduled appointment, how often did they have your medical records or other information about your care?
Pre-Visit	Request the patient’s medical records in advance Utilize Electronic Health Records (EHRs) to communicate with other providers, when applicable Encourage patients to provide their health history and medication information during the scheduling process Have an online form that members can fill out prior to the visit Coordinate with other providers to share information about the patient’s care Verify insurance information Train staff on information gathering
During the Office Visit	Review and update the patient’s history Use EHRs in real-time Ask open-ended questions Confirm medication list Discuss treatment plans and follow-up appointments, tests, and procedures Inform patients about the timeframe and ways in which they can expect to receive test results Involve patients in decision-making Ensure privacy and security when discussing sensitive information Coordinate care with specialists
Post-Visit	Promptly update EHRs Send visit summaries to patients Coordinate with support staff Initiate follow-up communication Collaborate with pharmacies Update care plans Follow-up on diagnostic tests or procedures ordered Encourage patient portal use Document patient feedback Participate in inter-provider communication

Let’s work together to ensure every patient’s journey feels seamless and informed.

Sources:

Agency for Healthcare Research and Quality. Improving primary care practice: Care coordination. Available at: https://www.ahrq.gov/topics/care-coordination.html
Khatri, R., Endalamaw, A., Erku, D. et al. Continuity and care coordination of primary health care: a scoping review. BMC Health Serv Res 23, 750 (2023). https://doi.org/10.1186/s12913-023-09718-8
Williams, M.D., Asiedu, G.B., Finnie, D. et al.Sustainable care coordination: a qualitative study of primary care provider, administrator, and insurer perspectives. BMC Health Serv Res 19, 92 (2019). https://bmchealthservres.biomedcentral.com/articles/10.1186/s12913-019-3916-5