Improving CAHPS and HCAHPS Scores with Smarter Transportation Partnerships

| August 20, 2025
Improving CAHPS and HCAHPS Scores with Smarter Transportation Partnerships

Improving CAHPS and HCAHPS Scores with Smarter Transportation Partnerships

How Transportation Can Improve HCAHPS Scores and Patient Experience

 

Hospitals and clinics are under increasing pressure to meet strict compliance standards while also delivering superior patient experiences. At the heart of these expectations lie survey-based performance metrics — most notably, the CAHPS (Consumer Assessment of Healthcare Providers and Systems) and HCAHPS (Hospital CAHPS) surveys. These tools don’t just reflect patient satisfaction; they directly influence hospital reimbursement, public reputation, and accreditation.


Improving patient experience scores is essential for hospitals and clinics aiming to thrive in today’s value-based care environment.

 

Missed follow-ups, unfilled prescriptions, and skipped rehabilitation appointments are frequent culprits. One of the biggest, yet most overlooked barriers? Lack of transportation.

 

One often-overlooked factor that has a surprising impact on these metrics is patient transportation. From missed appointments to late discharges, unreliable or inefficient transportation negatively affects not only the patient experience but also key touchpoints measured in CAHPS and HCAHPS surveys.

 

Let’s explore how smarter transportation partnerships — such as those offered by M7 — can help hospitals and clinics improve these critical scores, maintain compliance, and streamline operations.

The Transportation Problem

According to a report from Axios over 1 in 5 U.S. adults (21%) without access to a vehicle or public transportation skipped medical appointments in the past year due to transportation challenges. These missed visits often lead to gaps in care, higher readmission risks, and lower patient satisfaction scores.

Whether it’s a delayed ride to surgery or a missed follow-up due to mobility issues, transportation challenges leave a lasting impression. Fortunately, healthcare organizations can take control of this experience by forming smart partnerships with transportation providers.

M7 helps hospitals and clinics across Connecticut reduce no-shows, improve satisfaction, and create smoother, more accessible care journeys.

How Transportation Can Improve HCAHPS Scores and Patient Experience

What Are CAHPS and HCAHPS?

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) is a group of surveys developed by the Agency for Healthcare Research and Quality (AHRQ) to assess patient experiences across various care settings.

HCAHPS is the hospital-specific version, administered by the Centers for Medicare & Medicaid Services (CMS).

Before diving into transportation’s role, it’s essential to understand what’s at stake. CAHPS and HCAHPS surveys measure several core areas of the patient experience, including:
• Timeliness of care
• Communication with providers
• Discharge information
• Care coordination
• Overall rating of the facility

These metrics don’t just reflect patient satisfaction — they’re used by CMS (Centers for Medicare & Medicaid Services) to determine value-based incentive payments under programs like the Hospital Value-Based Purchasing (VBP) Program. In short, better scores often mean better funding. So how does something like transportation tie into patient-centered care and high-quality ratings?

Transportation: The Missing Link in Patient Experience

Many healthcare organizations focus their patient experience efforts on bedside manner, wait times, and digital communication—but non-clinical factors such as transportation logistics are equally critical. A patient’s experience often begins before they enter the hospital and continues long after they leave.

 

Here are three transportation-related factors that can directly affect CAHPS/HCAHPS scores:

 

   1. Timeliness and Appointment Adherence

Imagine a patient misses a pre-surgery appointment because their ride falls through. Or worse, they’re late for a procedure and have to wait hours to be rescheduled. Not only does this create a poor experience, but it may also be reflected in survey responses related to “timeliness of care” and “accessibility.”

Reliable transportation ensures patients arrive on time, reducing delays and scheduling conflicts. This has a ripple effect across the system—improving patient flow, staff efficiency, and satisfaction scores.

 

   2. Stress and Comfort

A patient who struggles to find a ride — especially elderly or mobility-impaired individuals—may arrive feeling stressed, anxious, or physically uncomfortable. This can color their perception of the entire visit.

When healthcare organizations offer or coordinate trusted transportation through a partner like M7, patients feel supported, reducing anxiety and fostering a sense of safety and respect.

Example of how M7 partnership can make a difference:

Before M7, patients often showed up late and flustered—or didn’t show at all. Since integrating ride scheduling into the discharge process, satisfaction scores jump, and staff have less to worry about.

 

  3. Post-Discharge Experience

Discharge timing and follow-up care are key aspects of the HCAHPS survey. A smooth, timely discharge process with reliable transportation shows patients that the care experience continues beyond their hospital stay. Discharge delays caused by transportation issues create backups in bed management and reduce patient satisfaction. Waiting for a ride can make an otherwise smooth hospital stay end on a negative note.

M7 integrates with discharge teams to ensure that patients have a ride home scheduled in advance. For patients who need recurring care, like post-surgery follow-ups or dialysis—we offer repeat scheduling options to reduce gaps in access.

Missed rides or long waits for transportation at discharge are not only frustrating but can delay recovery and contribute to avoidable readmissions—a major red flag for compliance.

Reducing Hospital Readmissions with NEMT: A Strategic Move for Connecticut’s Health Networks

Missed Appointments: Financial and Clinical Impact

A no-show doesn’t just affect the patient, it impacts every level of a healthcare system. Missed appointments disrupt clinical schedules, waste staff time, and delay treatments for others. According to the ModuleMD Report, the financial impact of no-shows can be substantial. On average, each missed appointment costs a practice around $300.

Over time, these losses add up and can significantly affect the overall profitability and efficiency of the organization.Late arrivals increase wait times and patient dissatisfaction across the board. For providers in value-based payment models, this also jeopardizes patient retention and revenue stability.

 

Reliable rides ensure patients attend follow-ups and routine care, contributing to stronger outcomes and improved performance metrics.

How M7 Solves the Transportation Problem

M7 offers non-emergency medical transportation (NEMT) that integrates seamlessly with hospital workflows. Our approach focuses on removing access barriers while supporting operational efficiency.

We provide:

  •    • Pre-scheduled and same-day rides for outpatient visits, therapy, and procedures
  •    • Wheelchair-accessible vehicles operated by trained, respectful drivers
  •    • Real-time tracking and status updates for patients and providers

This not only helps patients feel safe — it allows clinics to run on time.

Explore All M7 Services

Smarter Tools for Clinics and Coordinators

Our technology makes managing transportation easy for providers and patients alike:
• Online portal for care teams to book and track multiple rides
• Mobile app for patients to see ride status and receive alerts
• Ride history and analytics that help clinics track no-show trends and service usage
  • • Corporate Accounts for Connecticut Medical Establishments
  •   ○ Option to select authorized users
  •   ○ Trackable personal cards with adjustable security parameters
  •   ○Detailed ride-log for each authorized cardholder
  •   ○ No-cash transportation, 24/7
  •   ○ Bi-monthly billing cycles
  •   ○No paper vouchers
  •   ○ Optional automatic tip inclusion
Reducing Hospital Readmissions with NEMT: A Strategic Move for Connecticut’s Health Networks
Sign up for Corporate Account for East Patient Ride Management

These tools allow facilities to improve efficiency without adding staff or running their own shuttle service. With better ride coordination, clinics spend less time rescheduling and more time delivering care.

Book A Ride Now

A Smarter Way Forward

In a healthcare environment where every patient interaction is measured, no detail is too small. Transportation plays a silent but significant role in the patient journey — one that affects satisfaction, compliance, and even reimbursement. By choosing a trusted transportation partner like M7, hospitals and clinics can:

  •  • Improve CAHPS and HCAHPS scores
  •  • Reduce missed appointments and delays
  •  • Ensure compliance with ADA, CMS, and HIPAA regulations
  •  • Enhance the overall patient experience

If you’re an administrator, compliance officer, or care coordinator looking to streamline patient flow and strengthen your facility’s reputation, it’s time to consider transportation not as a logistical afterthought — but as a strategic lever for better care.

Improving CAHPS and HCAHPS Scores with Medical Transportation Management

M7 serves cities across Connecticut, including Hartford, Bridgeport, New Haven, and Waterbury. We understand the unique challenges that regional providers face — especially in supporting aging populations and patients with disabilities.

Whether your facility needs a few rides a week or full-scale support, our flexible solutions scale with your needs.

 

Transportation can be the first and last interaction patients have with your healthcare system. If that experience is late, confusing, or uncomfortable, it shapes how they rate everything else.

 

By partnering with M7, healthcare organizations improve access, reduce missed appointments, and positively influence CAHPS and HCAHPS scores. Reliable rides reduce friction, support equity in care delivery, and create a better patient experience every step of the way.

Call 203-777-7777
Book Now
Download M7 App

  • Recent Posts

  • Categories