Surveys with Arbor

Arbor is one of the longest-running and most customer-friendly CMS-authorized vendors for the HCAHPS, HHCAHPS, CAHPS Hospice, and OAS CAHPS surveys.  We also conduct non-regulatory CMS surveys including EDPEC and CG-CAHPS. 

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CAHPS Services

Arbor is CMS-authorized to conduct most CAHPS Surveys, as well as non-CMS surveys. Ask about our solutions!

Arbor Insights Blog

Visit our blog to find the latest news from CMS, public announcements, major changes and industry info.

Get in Touch

Our service team is dedicated to your complete satisfaction. Contact us today and see what we can do for you.  

Results You Need,

When You Need Them

On average, Arbor finishes half of all completed surveys on the first try. Getting those early survey results can be pivotal in making time-sensitive decisions for your facility. Don’t risk any delays by relying on slower methods of survey administration. 

fall in love with our features

Real Time Stats

Get an email notification every time we upload new data for you. Jump into your own portal, manage accessibility across the organization, run reports and view comments in your patients' own words!

Easy To Use Interface

One walkthrough of the ArborOnLine interactive client portal is all it takes to empower our clients with the tools they need to focus on what matters most: their patients.

Ditch The Snail Mail

Do you know where your paper surveys end up? We imagine it resembles the same place that most paper mail does. Ask us about the advantages of switching to phone mode today.

Personal Telephone Interviews

All patients are interviewed by Arbor's own experienced telephone staff. The average employee has over 10 years of experience with Arbor so you can always count on quality and consistency.

Unmatched Customer Service

At Arbor Associates, we recognize the importance of your time. We strive to offer industry-leading turnaround for all customer service questions and inquiries.

Comprehensive Data

Ask us about how we incorporate verbatim patient comments into the quality control cycle. Most clients are amazed at how much value lies in the qualitative and not just the quantitative.

A Tradition of Excellence

What is the one ingredient that has helped Arbor maintain success for over 35 years? A commitment to strong relationships with each and every client. We pride ourselves on being able to deliver unparalleled customer service and a personal touch that is hard to come by.

benefits of phone mode surveys

Fewer Incomplete Surveys

Interviewers may clarify an answer if it is unclear or incomplete. This is especially important for open ended questions which help agencies identify improvement opportunities.

More Positive

CMS-published mode adjustment factors for the HCAHPS survey suggest that, based on their research, survey respondents generally rate a facility higher if the survey is conducted by phone.

More Representative

Mail surveys more often capture responses of the highly satisfied or dissatisfied. Phone surveys capture responses from all levels of satisfaction, which is integral to improving Star Ratings.

Superior Turnaround Time

Mail vendors and phone vendors receive their data at the same time. But even the best mail vendor can't ship a survey and capture a patient response as fast as a phone vendor can begin calls.

Robust Comments

The average person can hand write at 13-20 words per minute while the average person speaks between 125 and 130 words per minute, making phone interviews easier and more thorough.

Less Bias

Interviews are conducted one question at a time, as opposed to a mail survey which can be viewed in it's entirety before responding.

Thank You For Choosing Arbor

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