Communication, Not Visit Frequency, Drives Patient Experience

As CMS rolls out the 2026 updates to the Home Health CAHPS (HHCAHPS) survey, one message is clear: the redesigned survey places greater emphasis on patient-centered care, emotional connection, and family involvement.

At the same time, the Home Health Value-Based Purchasing (HHVBP) model is narrowing its lens. In 2026, only two patient experience measures will directly impact performance:

• Overall rating of care 

• Willingness to recommend 

Together, these measures now account for 20% of the HHVBP Total Performance Score.

More Visits ≠ Better Experience

Analysis of Medicare FFS data reinforces an important finding: visit frequency does not correlate with patient satisfaction. This holds true across Total Visits, RN Visits only, PT Visits only, and LUPA% frequency

In other words, more care does not necessarily translate into better care from the patient’s perspective. Data below compares visit frequency against patient satisfaction for all WA State Home Health agencies.

What Actually Moves the Needle

Data shows that the “Percent of patients who reported that their home health team communicated well with them” is positively correlated with both:

(1) Overall rating of care, and

(2) Willingness to recommend

In other words, communication and relationship-building are the primary drivers of patient experience.

Key strategies to drive improved communication may include:

1. Align Clinician Language with Patient Experience

   Use clear, empathetic language during care. Simple phrases that convey compassion (“I want to make sure I’m treating you with care”) reinforce key survey themes.
   

2. Clear Expectations Around Scheduling

   Scheduling is a common pain point. Broad visit windows or last-minute calls often hurt satisfaction. Standardizing practice and setting clear expectations improves the experience.
   

3. Train Beyond the Clinician

   Patient experience extends beyond the visit. Office staff interactions and responsiveness matter. Customer service training helps prepare all staff to best support patients.
   

4. Build Relationships

   Patients want to feel known and cared for. Consistency across clinicians, preparation, and real-time communication during visits strengthen trust and overall experience.

The Bottom Line

As HHCAHPS evolves and HHVBP sharpens its focus, success will depend more on how that care is experienced. Organizations that prioritize communication, consistency, and patient-centered interactions will be best positioned to improve both satisfaction scores and overall performance.

To learn more about key trends in your community of service, contact Berg Data Solutions at: sarah@bergdatasolutions.com or marc@bergdatasolutions.com.