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