Consumer Assessment of Healthcare Providers and Systems (CAHPS)

1. Consumer Assessment of Healthcare Providers and Systems (CAHPS) QTIP Learning Collaborative July 24, 2011 Kathy Mayfield–Smith, MA, MBA Ana Lòpez–De Fede, PhD Policy and Research Unit on Medicaid and Medicare Institute for Families in Society | University of South Carolina

2. Presentation Objectives • Gain familiarity with CAHPS • Learn about CAHPS administration • Know what CAHPS measures • Review CHIPRA/QTIP Group Baseline results

3. 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

4. CAHPS Survey: How is it used? • Assessing the patient-centeredness of care • Comparing and reporting on performance • Improving quality of care

5. 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

6. CAHPS Surveys . . .

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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?

13. CAHPS Timeline Institute for Families in Society will administer the CAHPS survey: • Baseline – Conducted Spring 2011 • Annually • Conduct annual CAHPS: February-May • Compile results: June • Present results: July

14. CAHPS Baseline – Global Ratings

15. CAHPS Baseline - Composites

16. CAHPS Baseline - Composites

17. Children with Chronic Conditions Composites

18. Children with Chronic Conditions Composites (cont)

19. Kathy Mayfield-Smith, MA, MBA777-0930klmayfie@mailbox.sc.edu Ana Lòpez-De Fede, PhD777-5789adefede@mailbox.sc.eduifs.sc.edu/PRMM