Consumer Assessment of Healthcare Providers and Systems (CAHPS®) scores have historically been difficult to improve upon as the only tools available were mock surveys, mailings, phone calls, and texting. The approaches are not only painful for the member but have low engagement rates and lack sufficient context to drive meaningful operational improvement.

Videra Health’s automated, video, audio, and text-based artificial intelligence (AI) gives organizations a more member-friendly, cost-effective method of identifying opportunities for improvement to increase patient satisfaction. Using recent encounter data, Videra will automatically reach out to the member via their cell phone and/or email to launch an AI-driven text, voice and/or video-based engagement. With no application to download or install and no username or password to remember, all the member needs to do is click the link and follow the AI-driven guided experience when it’s convenient for them.

Through Videra’s partnership with Baltimore Health Analytics, not only can health plans better understand where there’s opportunity for improvement but see how the member feedback is likely to impact their CAHPS® score. Once data from Videra engagement is collected by Videra, it is de-identified and analyzed by Baltimore Health Analytics where Baltimore’s robust analytics presents a visualization of opportunities for improvement in the network based on the current member feedback.

By combining Videra’s member-centric engagement approach with BHA’s Stars analytics expertise, organizations will now have the member insights they need to make strategic interventions and enhance experience for their members, ultimately increasing their CAHPS scores.