2017-2018 CAHPS PCMH Patient Experience Survey Results

1. 2017-2018 CAHPS PCMH Patient Experience Survey Results Susanne Campbell RN MS CTC Senior Project Director Data and evaluation committee 5 1818

2. 2018 CTC CAHPS AGENDA • CAHPS Adult/Child Survey Version 3.0 • Survey Process and Profile • Results • Appendices • list of questions in each domain composite • list of practices by cohort • Practice Performance : Adult and PCMH Kids

3. CAHPS Version 3.0 • Version 3.0 of the CAHPS PCMH Survey released in June 2015 • Comparative data: NCQA used Version 3.0 in 2017 • Version 3.0 includes the following domains: • Access* • Communication* • Office Staff* • Care Coordination • Self-Management (adult) • Child Development* (pediatric) • Child Prevention* (pediatric) *contract measures adult and pediatric

4. Survey Process 2017 process • Conducted in Nov 2016-Jan 2017 • Oversampling for sites with low response rates in previous year • Mixed mode • 1 survey mailing • 5 follow-up phone calls • English and Spanish • Adults age 18 and older • Look back is 12 months 2018 process • Conducted in Nov, 2017-Jan 2018 • Oversampling for sites with low response rates in previous years • Mixed mode • 2 mailings 11/21/17 ;12/12/2017 • phone field 1/9/18 with added phone calls for response rate less than 20% • English and Spanish • Adults age 18 and older • Look back is 6 months

5. 2017-18 Adult Survey 2017 Thirty seven (37) sites • 13,529 patients randomly • 128-1029 sample size per site • 3,857 completed surveys • mailing: 2196 • phone 1,661 • refused 887 • Response rate: 26.9% overall Range: 17.5%-37.2% Medicaid 50%-range: 21.7 - 31.5% 2018 Forty four (44) sites - 14,329 patients randomly selected • 128-700 sample size per site - 4426 completed surveys • 1st mailing: 2418 2nd mailing: 926 • phone 1082 • refused 612 - Response rate: 31.6% overall Range: 18.4%-53.85% Medicaid 50%-range: 24.4-34.88% Practices used Data Stat portal to provide patient profile

6. Adult Patient Demographics 2017-2018 patient respondent demographics compared with 2016-17

7. 2017-18 Adult Contractual Standards • Practices must pass Access “gate” measure • Two methods for achievement • Method 1 – Meets or exceeds Access target and meets or exceeds Communication OR Office Staff • Method 2 - Does not meet Access target but improves score by 2.5 % from prior years score and meets or exceeds for both Communication AND Office Staff

8. Adult CAHPS: Median by Performance Level

9. Adult CAHPS: Median by Percent Medicaid

10. Adult: Access

11. Adult: Communication

12. Adult: Office Staff

13. Adult: Practices Meeting Incentive * Does not include Cohort 5

14. 2017-18 PCMH Kids CAHPS Survey 2017-2018 2016-2017 Sites: Nine (9) Selected Patients: 3,949 Range per site: 343-515 per site Completed surveys: 854 1st mailing = 437 Phone = 417 Refused = 263 Response rate= 21.9% 50% more Medicaid =13.0%-23.19% Range =13.0%-29.03% • Sites: Twenty (20) • Selected Patients: 7,612 • Range per site: 67-601 • Completed surveys =1988 • 1st mailing = 1041; 2nd mailing = 355 • Phone =577 • Refused =357 • Response rate = 22.94% • 50% more Medicaid = 8.9%-19.08% • Range =8.19%-33.86%

15. Patient Demographics 2017-18 Parent respondent demographics compared with 2016-2017 survey

16. PCMH Kids 2017-18 Contractual Performance Standards • 1. Practices need to meet 2 out of 3 measures in order to be considered as meeting the customer experience measure • 2. Access measure can be met by meeting threshold or demonstrating 2% improvement • Access Target: 79% • 3. For measures other than Access, i.e. Communication and Office Staff, if the difference between 2016-2017 baseline to 2017-2018 threshold is 5% points or greater, practice can succeed if the improvement achieved is at least ½ the distance between the baseline result and the 2017-18 threshold (at least 2.5% point improvement. • Communication Target: 90%; Office Staff Target: 75%

17. PCMH Kids: Median by Performance Level

18. PCMH Kids: Median by Percent Medicaid

19. PCMH Kids: Access

20. PCMH Kids: Communication

21. PCMH Kids: Office Staff

22. PCMH Kids: Practices Meeting Incentive

23. Appendix • CAHPS Domain composite questions – Adult • CAHPS Domain Composite questions – Child • Practice site Performance

24. Appendix – Adult Composite Questions

25. Appendix – Child Composite Questions

26. Appendix – Adult Practice Sites by Cohort

27. Practice Site Performance: Adult and PCMH Kids • Adult CAHPS • https://ctcpracticedata.shinyapps.io/CAHPS_Adult_History/ • https://ctcpracticedata.shinyapps.io/CAHPS_Adult_Cohort/ • PCMH Kids CAHPS • https://ctcpracticedata.shinyapps.io/CAHPS_Kids_History/ • https://ctcpracticedata.shinyapps.io/CAHPS_Kids_Cohort/

28. 2017-2018 Adult Top Performers

29. Adult Sites with Greatest Improvement: Access

30. Adult Sites with Greatest Improvement: Communication

31. Adult Sites with Greatest Improvement: Office Staff

32. Adult Sites with Greatest Improvement: Care Coordination

33. Adult Sites with Greatest Improvement : Self Management

34. PCMH Kids: Top Performers

35. PCMH Kids: Most Improved