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2013 CAHPS Survey Results

HEDIS® is a registered trademark of the National Committee for Quality Assurance (NCQA)CAHPS© is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ)

PCMH - kids

December 18, 2013

2Proprietary Information of UnitedHealth Group. Do not distribute or reproduce without express permission of UnitedHealth Group.

Overview

Use UHC Medicaid’s 2013 Child CAHPS results to inform stakeholder discussion about children’s primary care in Rhode Island

CAHPS background

Current Provider measures

Background on membership and member characteristics

What is CAHPS

• Consumer Assessment of Healthcare Providers and Systems (CAHPS).

• Annual Survey to sample health plan’s membership.

• Purpose: Provide information to health plans about consumer experience with healthcare quality from enrollee viewpoint in a standard.

• Premise: Consumers and patients are the best and/or only source of information about their health plan experience.

• Questions related to Providers and Health Plan.

• Provider Questions Related To: Getting Needed Care, Getting Care Quickly, How Well Doctors Communicate, Shared Decision Making, Rating of Personal Doctor,

Rating of Specialist.

• Health Plan Questions Related To: Rating of Health Plan, Health Plan’s Customer Service and Health Plan’s Materials and Website.

Survey Approach

• Two surveys are conducted: Adult and Child.

• A random sample of members selected from a list of eligible members

Children up to age 17 years, n = 2310, enrolled as of December 2012

• Survey available by mail and telephone.

• Survey conducted between February and May each year.

• Surveys are mailed in both English and Spanish.

• Completing or not completing the survey does not affect members benefits or eligibility.

• UHCNE hires a vendor to administrate the survey.

• Health plan receives results in aggregate

• INDIVIDUAL SURVEYS AND RESPONSES ARE ANONYMOUS !!!!!!!

Survey Sample

Survey Response Rates

2011 2012 201331.48 30.24 23.12 (427 members)

Adult Survey

2011 2012 201326.68 27.00 25.83 (591 members)

Child Survey

2013 Highlights

UHC Medicaid network providers meet or exceed 90th percentile in several key measures of satisfaction

• Rating of Personal Doctor (best practice level)

• Getting Needed Care

There are opportunities to improve in these measures

• Specialty care

• Getting care quickly

• Overall health care

• Shared decision-making

Rating of Personal Doctor Question

Using any number from 0 to 10, where 0 is the worst personal doctor possible and 10 is the best personal doctor possible, what number would you use to rate your child’s personal doctor? 0 1 2 3 4 5 6 7 8 9 10

Rating of Specialist Seen Most Often Question

We want to know your rating of the specialist your child saw most often in the last 6 months. Using any number from 0 to 10, where 0 is the worst specialist possible and 10 is the best specialist possible, what number would you use to rate that specialist? 0 1 2 3 4 5 6 7 8 9 10

Rating of All Health Care Question

Using any number from 0 to 10, where 0 is the worst health care possible and 10 is the best health care possible, what number would you use to rate all your child’s health care in the last 6 months? 0 1 2 3 4 5 6 7 8 9 10

Getting Needed Care Questions

Getting Care Quickly Questions

How Well Doctors Communicate Questions

Shared Decision Making with Physician Questions

Member Demographics – Age and Gender

Member Demographics – Overall Health (Physical and Emotional)

Member Demographics – Physician Usage

Comments and Questions

COMMENTS

QUESTIONS

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