Consumer Assessment of Healthcare Providers Presentation Objectives Gain

Consumer Assessment of Healthcare Providers

Presentation Objectives • Gain familiarity with CAHPS • Learn about CAHPS administration • Know what CAHPS measures • Review CHIPRA/QTIP Group Baseline results Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 2

CAHPS: What is it? • Family of Survey Tools (facility and ambulatory levels) • Designed to assess patient and family experience rather than satisfaction with health care services • Emphasis on patients – What patients value with respect to the setting of care – Aspects of care for which patients are the best or only source of information – Extensive testing with patients and families Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 3

CAHPS Survey: How is it used? • Assessing the patient-centeredness of care • Comparing and reporting on performance • Improving quality of care Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 4

CAHPS Design Principles • Standardization – Surveys, data collection methods, analysis, reporting, benchmarking • Evidence-based • Normed on both Commercial and Medicaid populations • Allows user flexibility to select components relevant for specific purposes while maintaining national standards for comparison • All CAHPS surveys and products are in the public domain Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 5

CAHPS Surveys. . . Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 6

Why CAHPS, not Clinician & Group • It’s a CHIPRA Measure • Includes Children with Chronic Conditions • Addresses functions relevant at different levels of health care system including health plans, practices and providers • Allows for comparison to state Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 7

How is it administered? • Sample of patient population • Letter of introduction • Toll-free telephone line • CAHPS Certified Vendor – USC Survey Lab • Trained Interviewers • Computer Assisted Telephone Interview – Call times vary – Up to 15 attempts Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 8

What does it measure? • 4 global ratings – – Personal doctor Specialists Health care Health plan • Overall ratings questions ask “how would you rate _______” on a scale of 0 – 10, with 0 = Worst and 10 = Best Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 9

What does it measure? – (cont’d. ) • 4 composite reporting measures – – Getting needed care Getting care quickly How well doctors communicate Information and customer service • Composite questions ask, “how often” with response choices: Never, Sometimes, Usually, Always Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 10

What does it measure? – (cont’d. ) • Children with Chronic Conditions Reporting measures – parents experience with: – – – Prescription medication Getting specialized services for their child Family-centered care Shared decision-making Getting needed information Coordination of child’s care Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 11

CHIPRA Evaluation Research question: Do consumers affiliated with QTIP practices report higher satisfaction with multiple dimensions of care than those not affiliated with QTIP practices? Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 12

CAHPS Timeline Institute for Families in Society will administer the CAHPS survey: q Baseline – Conducted Spring 2011 q Annually – Conduct annual CAHPS: February-May – Compile results: June – Present results: July Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 13

CAHPS Baseline – Global Ratings Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 14

CAHPS Baseline - Composites Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 15

CAHPS Baseline - Composites 120 100 96 96 80 78 77 60 QTIP Practices SC Child Medicaid 40 20 0 How well Drs. Communicate Access to Specilized Services Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 16

Children with Chronic Conditions Composites Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 17

Children with Chronic Conditions Composites (cont) Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina 18

Questions… Kathy Mayfield-Smith, MA, MBA 777 -0930 klmayfie@mailbox. sc. edu Ana Lòpez-De Fede, Ph. D 777 -5789 adefede@mailbox. sc. edu ifs. sc. edu/PRMM 19