How to Improve Your
OAS CAHPS Scores

If you have access to survey data from your vendor, start by evaluating it to identify any  problem areas. With this feedback in mind, take a “walk” through your patient experience: Start before a patient arrives and go through the check-in process — multiple questions apply to preparation and pre-education. 

Next: Get familiar with the survey. Take the survey yourself and have your patient-facing staff take it, too. Include your nursing staff, registration, physicians, and anesthesia. 

Finally, think about the four Cs: courtesy, cleanliness, comfort, and communication. Here are some tips: 

Courtesy

It may seem obvious that staff should introduce themselves, explain their role in the patient’s care, and always address patients politely. However, studies show that etiquette is often missed in medical settings. 

A provider who greets the patient with a smile, asks genuinely how they are feeling, and shows care will build trust. Taking a few minutes to sit down with a patient and have a conversation can make a big difference in patients' outcomes and OAS CAHPS scores. 

Cleanliness

Cleanliness is not just a question on OAS CAHPS, it is also vital to high-quality, safe care. A clean facility protects patients from infection, inspires trust, and lets them know they are in good hands. 

Keep in mind that your patient’s first impression is often what sticks in their mind. A dirty waiting room will be all they remember, even if the rest of your facility sparkles. Improve cleanliness by updating your protocols, monitoring effectively, using innovative cleaning methods, and supporting your environmental services staff — they are the experts on clean.

Comfort

Comfort can mean different things to different patients. In fact, extensive research shows that “comfort” means more to patients than just the absence of pain. 

Patients feel comfortable if they:

• Are free from pain and distress

• Feel safe

• Feel in control of their care

• Feel cared for and connected to their care team

To help patients be as comfortable as possible, consider their physical needs — such as warmth and pain control — as well as their emotional needs. 

Communication

Communication is a major focus of OAS CAHPS. Great scores are not possible without excellent teaching at each stage of surgery, from preparation to recovery. Here are some things you can do to help ensure patients understand their care: 

• Teach when your patient is alert. Unlike HCAHPS, OAS CAHPS does not allow a proxy response. Include caregivers in teaching, but be sure the patient truly understands information and instructions, and give them the information at a time they are able to comprehend it.

• Use the survey language. Chances are your staff is already covering topics the survey asks about. To help patients remember, teach them using the wording from the survey and bold keywords in their written instructions. 

For instance, mimic the wording in question 10 by saying, “We will be giving you anesthesia, which will make you go to sleep, or feel sleepy during your procedure to keep you comfortable.”

• Spread out teaching. Cramming information into one session is not good for recall. If time allows, use multiple touchpoints during the patient’s stay, and include a phone check-in after discharge. 

• Educate in multiple ways. Take advantage of your patient’s preferred learning style with verbal instruction, demonstration, and printed materials.  

We have a Patient Guide specifically for outpatient support. You can request a sample here. It is a great option to support your teaching efforts and was written with OAS CAHPS in mind. Use it and our Patient Resource Library to teach patients about their care.

• Give it time. Your staff probably teaches in a similar way every time. Give them time to learn new teaching styles and adapt to new methods.