Post on 21-Jan-2016
CAHPSCAHPS®®
Consumer Assessment of Consumer Assessment of
Healthcare Providers and SystemsHealthcare Providers and Systems
Ernest MoyErnest Moy
Center for Quality Improvement & Patient SafetyCenter for Quality Improvement & Patient Safety
CAHPS measures patient experiences of care.
Surveys
Database
Tools
Technical Assistance
CAHPS Surveys: CAHPS Surveys: Principles of Development Principles of Development
Rigorous scienceRigorous science Stakeholder inputStakeholder input Focus on Focus on
– Patient assessment of the quality of their carePatient assessment of the quality of their care
– Quality issues for which patients are the best or Quality issues for which patients are the best or only source of informationonly source of information
– Issues patients care the most aboutIssues patients care the most about
CAHPS Family of SurveysCAHPS Family of Surveys
Health Plan SurveyHealth Plan Survey Facility SurveysFacility Surveys
-- Hospital Hospital
-- Hemodialysis Hemodialysis CenterCenter
-- Nursing Resident Nursing Resident
-- Nursing Home Nursing Home Family Family
Ambulatory SurveysAmbulatory Surveys-- Clinician & GroupClinician & Group
Adult Primary CareAdult Primary Care Child Primary CareChild Primary Care Specialty CareSpecialty Care
-- DentalDental
-- ECHO (behavioral ECHO (behavioral health)health)
-- Home HealthHome Health
Implementation of Implementation of CAHPS SurveysCAHPS Surveys
All surveys and other products in the public All surveys and other products in the public domaindomain
Standardization across core itemsStandardization across core items Supplemental item sets to meet sponsor needsSupplemental item sets to meet sponsor needs At least English and Spanish language At least English and Spanish language Technical support for usersTechnical support for users
Adoption of CAHPS SurveysAdoption of CAHPS Surveys
CAHPS Health Plan Survey – 138,000,000 CAHPS Health Plan Survey – 138,000,000 AmericansAmericans
CAHPS Hospital Survey – Nearly every eligible CAHPS Hospital Survey – Nearly every eligible hospital in the U.S.hospital in the U.S.
CAHPS Clinician & Group Survey – growing CAHPS Clinician & Group Survey – growing interestinterest
International use of CAHPS SurveysInternational use of CAHPS Surveys
CAHPS CAHPS Benchmarking DatabaseBenchmarking Database
Health Plan SurveyHealth Plan Survey– Commercial: ~100K patients per yearCommercial: ~100K patients per year
– Medicaid : ~100K patients per yearMedicaid : ~100K patients per year
– Medicare : ~100K patients per yearMedicare : ~100K patients per year
Hospital Survey: ~200K patients in 2007Hospital Survey: ~200K patients in 2007 Clinician & Group Survey: In developmentClinician & Group Survey: In development Access by researchers to de-identified dataAccess by researchers to de-identified data Contact:Contact: ncbd1@ahrq.govncbd1@ahrq.gov
1-888-808-71081-888-808-7108
CAHPS Health Plan Survey: Topics
Getting needed care Getting care quickly How well doctors communicate Health plan customer service, information
& paperwork Overall rating
– Personal doctor or nurse
– Specialist they saw most often
– Health care received from all health providers
– Health plan
CAHPS Hospital Survey: Topics
Communication with Nurses Communication with Doctors Communication about Medications Responsiveness of Hospital Staff Discharge Information Pain Management Cleanliness and Quiet of Hospital
Environment Overall Rating of Hospital Willingness to Recommend
CAHPS Clinician & Group Survey:
Topics
Getting Appointments & Health Care When Needed
How Well Doctors Communicate Courteous and Helpful Office Staff Overall Rating of Doctor
CAHPS Benchmarking Database: Strengths & Weaknesses
Strengths Weaknesses
Quality through patient’s eyes
Not technical quality
Good for studying access, timeliness, patient centeredness, & care coordination
Less useful for studying effectiveness, safety, & efficiency
Can study disparities Not always reported
Big N Non-random respondents
CAHPS Reporting Tools
2007 Health 2007 Health Plan Survey Plan Survey Chartbook: Chartbook: Getting care Getting care quicklyquickly
2007 Hospital Survey Chartbook: All composites
Technical Assistance Technical Assistance
Free of chargeFree of charge How to field a CAHPS SurveyHow to field a CAHPS Survey How to draw a sampleHow to draw a sample How to analyze resultsHow to analyze results How to report out resultsHow to report out results How to participate in the benchmarking databaseHow to participate in the benchmarking database How to deal with media and othersHow to deal with media and others
More InfoMore Info
CAHPS website (CAHPS website (www.cahps.ahrq.gov)) Downloadable survey and reporting kitsDownloadable survey and reporting kits CAHPS email address CAHPS email address
CAHPS1@ahrq.gov Toll free 1-800-492-9261Toll free 1-800-492-9261 Ernest.moy@ahrq.hhs.govErnest.moy@ahrq.hhs.gov Christine.crofton@ahrq.hhs.govChristine.crofton@ahrq.hhs.gov