Consumer Assessment of Healthcare Providers and Systems (CAHPS)

Kathy Mayfield–Smith, MA, MBAAna Lòpez–De Fede, PhD

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

QTIP Learning CollaborativeJuly 24, 2011

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

• Gain familiarity with CAHPS • Learn about CAHPS administration• Know what CAHPS measures• Review CHIPRA/QTIP Group Baseline

results

Presentation Objectives

2

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

• 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

CAHPS: What is it?

3

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

• Assessing the patient-centeredness of care

• Comparing and reporting on performance

• Improving quality of care

CAHPS Survey: How is it used?

4

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

• 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

CAHPS Design Principles

5

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

CAHPS Surveys . . .

6

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

• 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

Why CAHPS, not Clinician & Group

7

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

• 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

How is it administered?

8

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

• 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

What does it measure?

9

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

• 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

What does it measure? – (cont’d.)

10

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

• 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

What does it measure? – (cont’d.)

11

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

Research question:

Do consumers affiliated with QTIP practices report higher satisfaction with multiple dimensions of care than those not affiliated with QTIP practices?

CHIPRA Evaluation

12

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

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

CAHPS Timeline

13

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

CAHPS Baseline – Global Ratings

14

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

CAHPS Baseline - Composites

15

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

CAHPS Baseline - Composites

16

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

Children with Chronic Conditions Composites

17

Policy and Research Unit on Medicaid and MedicareInstitute for Families in Society | University of South Carolina

Children with Chronic Conditions Composites (cont)

18

Questions…

19

Kathy Mayfield-Smith, MA, MBA777-0930klmayfie@mailbox.sc.edu

Ana Lòpez-De Fede, PhD777-5789adefede@mailbox.sc.eduifs.sc.edu/PRMM