Leadership: Prepare Your ASC for the OAS CAHPS Era

How to navigate the change and enhance your reputation.

ASCs are on the brink of significant transformation thanks to the upcoming mandatory implementation of the Outpatient and Ambulatory Surgery Consumer Assessment of Healthcare Providers and Systems (OAS CAHPS) survey in 2025. This survey, developed by the Centers for Medicare & Medicaid Services (CMS), is designed to capture detailed information about patients’ experiences in outpatient surgical settings. With its focus on patient satisfaction and transparency, ASCs must prepare to adapt to this shift.

As Dr. Gary Bradt emphasized during the recent 2024 OR Excellence Conference in San Diego, “Get comfortable being uncomfortable.” His words are especially relevant as ASCs navigate the changes and opportunities that OAS CAHPS will bring.

The OAS CAHPS survey will mark a new chapter for ASCs when its results are publicly reported beginning in 2026. This newly public information will provide patients with valuable and unprecedented insights that will enable them to compare different surgery centers. For individual ASCs, this seismic shift will create both the potential for reputational gains as well as the risk of negative impacts based on how well they meet patient expectations.

Transparency, once optional, will become an essential element of patient care in outpatient surgery, and how an ASC performs in these surveys will directly influence its public image.

Although clinical outcomes will remain a primary measure of success for ASCs, patient satisfaction is increasingly a key factor, especially as health care moves toward value-based care models. The OAS CAHPS survey underscores this need for patient-centered care, so ASCs that want to stay competitive must fully embrace this new focus.

Seamless transition

Success won’t just be measured by how well ASCs comply with the survey requirements. It will be determined by how effectively they use the data to drive improvements. With the 2025 implementation deadline fast approaching, preparation for OAS CAHPS should already be top priority for ASC leadership. A well-informed, well-prepared team is the key to success.

It starts with education. Everyone from directors to surgeons, nurses and front-office staff must understand the survey’s questions and its potential impact.

One way to get ahead of the curve is to evaluate patient feedback. What are patients already saying about their experiences? Are they satisfied with the communication they receive from your staff before and after surgery? Are their needs and expectations being met in terms of facility cleanliness and postoperative instructions? These are just a few of the areas that the OAS CAHPS survey will measure.

Another important component is to improve communication between staff and patients. Simple but effective measures such as ensuring that patients feel heard and that they fully understand their care instructions may significantly impact survey outcomes. Empowering staff to be empathetic and thorough in their communication may not only improve the patient experience but potentially boost your center’s OAS CAHPS scores.

Continuous improvement

Once the OAS CAHPS survey is fully implemented, the real work begins. ASCs should view the survey data as an invaluable tool for continuous improvement rather than a mere regulatory requirement. The feedback collected will provide insight into areas where changes are needed, allowing ASCs to take targeted action and track their progress over time.

For example, if your survey results indicate dissatisfaction with facility cleanliness or long wait times, your center can implement specific strategies to address those issues, monitor the effectiveness of the changes, and make further adjustments if necessary over time.

The public reporting of OAS CAHPS results also offers an opportunity for benchmarking. Your ASC will be better able to compare its performance with others in your region or even nationwide, identifying areas where you excel or need improvement.

Setting SMART goals

To maximize the value of OAS CAHPS data, focus on setting specific, measurable, achievable, relevant and time-bound (SMART) goals based on the feedback you receive. For instance, if low scores in facility cleanliness emerge from the survey, a SMART goal could be to increase the frequency of cleanliness audits or provide additional staff training within a set timeframe. Regular analysis of OAS CAHPS data will help ensure these goals are met and that the facility remains on track for continuous improvement.

Setting and achieving SMART goals is not only key for addressing immediate concerns but also for maintaining long-term momentum. The ongoing nature OAS CAHPS means that ASCs will take in a steady stream of data that can help them evaluate and refine their strategies, making quality improvement a continuous process rather than a one-time effort.

Long-term benefits

While OAS CAHPS might seem like a regulatory burden, its long-term benefits are undeniable. With the right strategies, this shift can be a catalyst for superior patient care, maximum operational efficiency and unequivical success. Ultimately, the key to success lies in adopting a forward-thinking, proactive approach. As Dr. Bradt advised, “Get comfortable being uncomfortable.” Change is inevitable in health care; those willing to adapt and grow will thrive.

The OAS CAHPS survey offers ASCs a roadmap for continuous improvement. By embracing it, facilities can position themselves as leaders in quality care and patient satisfaction. OSM