Managing Partner, Strategy and Performance Limetree
Hale Forster, PhD
VP of Behavioral Science and Insights Limetree
Lucas Blazejewski
Sr. Manager, Client Growth and Delivery Limetree
Most plans know what to improve. The harder part is how
A single CAHPS improvement can take months of work across many teams before a member ever feels it. When the survey arrives, members report what they noticed and remembered, so all of that can lose out to the one time they struggled to get an appointment while sick. Behavioral science helps close that gap. It doesn’t replace operational fixes. It adds a layer that shapes how members notice, trust, and remember those fixes, so the work your team puts in has a better chance of showing up in the score.
This brief lays out five principles for putting that layer to work, from deciding which measures are worth moving to matching each message to the members it’s meant for. You’ll see which objectives and tools fit low, medium, and high raters, the small design changes that help a message stick, and a place to start today. Take one measure, find the raters most likely to move on it, and write your next message for them instead of the whole population.
What's Inside
How to decide which CAHPS measures are worth moving, and what it takes to move them.
Why a real improvement can go unnoticed, and the small communication changes that help members remember it.
Which objectives and tools fit low, medium, and high raters, with an example of three plays running at once.
A simple place to start today, and four stages for building CAHPS capability over time.
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