2026 CAHPS Updates: What Health Plans Need to Know — and Where to Focus Now

Member experience continues to shape Medicare Star Ratings, and CMS’ latest guidance for the 2026 Consumer Assessment of Healthcare Providers & Systems (CAHPS) Survey reinforces the need for strong governance, clear strategy and early preparation. For health plans, this is more than a compliance requirement, it’s an opportunity to strengthen experience, improve outcomes and protect revenue.

Below is a high-level overview of CMS’ updates and the core areas plans should prioritize now.

1. Vendor Selection & Oversampling (Deadline: December 4, 2025)

Plans with 600+ enrollees (as of July 1, 2025) must authorize a CMS-approved MA & PDP CAHPS Survey vendor for 2026 using CMS’ online tool, opening November 13, 2025. Oversampling requests are submitted through the same tool, and both actions must be completed by December 4, 2025.Oversampling is optional but can help plans gain deeper insights into specific member groups.

2. Supplemental Items (Limit: 12 Questions)

CMS continues to cap supplemental items to no more than 12 questions and requires all questions to meet strict neutrality and quality standards. Items approved for 2025 may be reused in 2026 without modification. Plans should ensure any additions support internal priorities and do not duplicate or impact core survey content.

3. Web-First Survey Process

The web-mail-phone protocol remains in place for 2026. Plans can support stronger response rates by improving member contact data—particularly email addresses, phone numbers, mailing addresses, and language preferences. Even small data improvements can positively influence results.

4. 2026 Reporting Timeline

CMS will release:

• Preview Results: August 2026

• Final Results: October 2026

Only CMS-issued reports should be treated as official scoring.

5. Focus Areas to Strengthen CAHPS, Health Outcomes Survey (HOS) & Star Ratings

To meaningfully improve experience and outcomes, plans should concentrate on:

• CAHPS & HOS Governance & Strategy — Clear roles, leadership alignment and structured oversight.

• Strategic Planning — Proactive preparation for CMS changes and emerging experience needs.

• Initiative Review & Development — Ensuring efforts are targeted, effective and measurable.

• Patient & Provider Experience Strategy — Engaging both sides of the experience equation.

• Member Journey Mapping — Identifying friction points and designing better touchpoints across the lifecycle.

These have direct impact on the areas CMS evaluates—and the experiences that matter most to members.

How Rebellis Helps Plans Prepare for 2026 and Beyond

Rebellis partners with health plans to develop practical, tailored CAHPS and HOS strategies that elevate performance. Our support includes:

• Vendor selection and oversight

• Oversampling strategy

• Supplemental item review

• Data and contact-quality support

• Governance and leadership alignment

• Experience initiative planning

• Member and provider journey mapping

Our approach turns CAHPS insights into real improvements that strengthen results, satisfaction, and overall Star Ratings.