Kaiser Permanente Care at Home
1st Base · Positive CAHPS Response Rate

Know Your CAHPS

Everything you need in one place. Start by choosing your service line — the survey and the language are different for Home Health and Hospice.

Home Health · Real-Time Feedback
Open Real-Time Feedback

Also printed on the back flap of the home health guidebook.

What arrives in the mail

Here is exactly what patients and families receive — the envelope, the cover letter that comes with it, and the survey itself, so you know what they are being asked.

Example of the survey envelope patients receive: a white first-class envelope from Strategic Healthcare Programs in Goleta, California, with the Kaiser Permanente logo showing through the window.
What to look for in the mail

Surveys are mailed by Strategic Healthcare Programs (SHP) on Kaiser Permanente’s behalf. If someone says they got “a letter from SHP,” this is it — encourage them to open it and share their honest experience.

Home Health cover letter

The letter that arrives in the envelope, explaining the survey and that it is voluntary and confidential.

Open PDF
Home Health sample survey

See the exact questions patients and families are asked, in the order they are asked.

Open PDF

Why it matters

Helps identify concerns early and support timely service recovery
Strengthens communication with patients and caregivers
Gives leaders visibility into the patient experience
Recognizes staff who demonstrate exceptional compassion and service
Helps improve care for future patients and families

What can I say?

What should I avoid saying?

Instead of

“Asking someone to give you a specific rating or answer.”

Try

“Invite honest feedback: “your honest feedback is completely voluntary and highly appreciated.””

Instead of

“Offering or implying a reward, gift, or favor for completing a survey.”

Try

“Explain the purpose: their feedback helps us learn, grow, and improve care.”

Instead of

“Asking to see, fill in, or help complete the survey.”

Try

“Let them know it is confidential and completely their own.”

Instead of

“Pressuring, repeating the request, or making it feel like a favor to you.”

Try

“Offer it once, warmly, and thank them in advance.”

Instead of

“Discussing scores, ratings, stars, or agency performance with a patient or family.”

Try

“Keep the conversation about their experience and their voice.”

Keep it voluntary and confidential. Never suggest how someone should answer, never offer anything in exchange for a response, never ask to see their answers, and never single out a member for a high score.