Multi-modal Hospice and Family Communication Can Boost CAHPS Scores

July 14, 2025

According to Jim Parker’s July 14, 2025 article in Hospice News, regular text‑message communication with patients and families can measurably enhance both patient experience and key quality metrics. For example, Village Home Health & Hospice’s adoption of an electronic texting platform boosted patient and family touchpoints, resulting in a 3 percent lift in CAHPS scores and increased family awareness of the survey.

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Published by Hospice News on July 14, 2025

Regular text message communication with patients and families can help improve the patient experience, as well as a hospice’s performance on crucial quality metrics.

Village Home Health & Hospice, through the use of an electronic texting platform, increased patient and family touchpoints leading to a 3% boost in Consumer Assessment of Healthcare Providers and Services (CAHPS) scores. The multi-modal communication also increased family awareness of the survey. To achieve this, Village used the Betterleave communications platform.

Caregivers among all age groups can benefit from text communication with their hospice providers, according to Betterleave co-founder and CEO Cara Abbott.