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Complete Health Indicator Report of Managed Care (CAHPS) Survey: Patient Ratings of Health Plan Experience

Definition

This indicator includes graphs showing the percentage of survey respondents who reported positive experiences with their health plan.

Numerator

Number of survey respondents who rated their health plan experience an 8, 9, or 10 on a scale of 0 (worst health plan possible) to 10 (best health plan possible).

Denominator

Number of survey respondents in Utah's Medicaid and commercial health plans.

Why Is This Important?

Experience is not the same as satisfaction. Patient experience surveys such as CAHPS sometimes are mistaken for customer satisfaction surveys. Patient experience surveys focus on how patients experienced or perceived key aspects of their care, not how satisfied they were with their care. Patient experience surveys such as CAHPS focus on asking patients whether or how often they experienced critical aspects of health care, including communication with their doctors, understanding their medication instructions, and the coordination of their health care needs. They do not focus on amenities. The Utah Department of Health (UDOH) Office of Health Care Statistics (OHCS) implements and administers several different patient experience surveys. These surveys ask patients (or in some cases their families) about their experiences with, and ratings of, their health care providers and plans, including hospitals, home health care agencies, doctors, and health and drug plans, among others. The surveys focus on matters that patients themselves say are important to them and for which patients are the best and/or only source of information.

Other Objectives

Healthy People 2020 Objective AHS-6.1 Reduce the proportion of persons who are unable to obtain or delay in obtaining necessary medical care, dental care, or prescription medicines[[br]] '''U.S. Target:''' 9.0 percent

What Is Being Done?

The Utah Department of Health Office of Health Care Statistics produces and releases a "Patient Experience Report of Utah Health Plans" every year with updated CAHPS survey results and other HEDIS (Healthcare Effectiveness Data and Information Set) measures. These can be viewed and downloaded at [http://stats.health.utah.gov/about-the-data/health-plan-quality/].

Health Program Information

The Consumer Assessment of Health Plans Survey (CAHPS) assesses satisfaction levels of health plan enrollees experiences. CAHPS surveys follow scientific principles in survey design and development. The surveys are designed to reliably assess the experiences of a large sample of patients. They use standardized questions and data collection protocols to ensure that information can be compared across health care settings. CAHPS surveys are developed with broad stakeholder input, including a public solicitation of measures and a technical expert panel, and the opportunity for anyone to comment on the survey through multiple public comments period through the Federal Register. In Utah, the survey is administered annually by the Utah Department of Health Office of Health Care Statistics. In addition to monitoring Utah health plan performance quality, the major projects of the Office of Health Care Statistics include the following: health care utilization databases (inpatient discharges, ambulatory surgeries, and emergency department encounters), patient safety initiative, and Primary Care Network Enrollee Health Outcome Evaluation.


Related Indicators

Related Health Care System Factors Indicators:




Graphical Data Views

Percentage of Enrollees in Medicaid or Commercial Health Plans Who Rated Their Health Plan Experience an 8, 9, or 10, Utah and U.S. Adults, 2003-2015

::chart - missing::

Medicaid vs. Commercial PlansYearPercentage of Adult Respondents
Record Count: 25
Medicaid200365.8%
Medicaid200562.3%
Medicaid200769.3%
Medicaid200971.3%
Medicaid201171.8%
Medicaid201382.9%
Medicaid201573.3%
Commercial HMOs200351.3%
Commercial HMOs200549.8%
Commercial HMOs200753.1%
Commercial HMOs200957.6%
Commercial HMOs201151.4%
Commercial HMOs201359.1%
Commercial PPOs200957.6%
Commercial PPOs201157.1%
Commercial PPOs201355.9%
All Commercial201560.1%
U.S. Medicaid Average200972.7%
U.S. Medicaid Average201172.4%
U.S. Medicaid Average201373.5%
U.S. Medicaid Average201585.1%
U.S. Commercial Average200963.9%
U.S. Commercial Average201162.4%
U.S. Commercial Average201363.2%
U.S. Commercial Average201564.7%

Data Notes

Odd-year surveys are for adult enrollees of Utah health plans, while the even-year surveys are for child enrollees. Medicaid is a source of health insurance coverage for Utah's vulnerable populations. Medicaid is a state and federal program that pays for medical services for low-income pregnant women, children, individuals who are elderly or have a disability, parents, and women with breast or cervical cancer. To qualify, these individuals must meet income and other eligibility requirements. Commercial health insurance is defined as any type of health benefit not obtained from Medicare or Medicaid plans. The insurance may be employer-sponsored or privately purchased. Commercial health insurance may be provided on a fee-for-service basis or through a managed care plan.   [[br]] [[br]] The percentage of respondents who rated their health plan experience an 8, 9, or 10 was calculated for Medicaid, commercial HMOs, and commercial PPOs to derive the values presented for 2003-2013. For 2015 forward, commercial HMOs and PPOs have been combined into one category, "All Commercial".

Data Source

Consumer Assessment of Health Plans Survey, Office of Health Care Statistics, Utah Department of Health


Percentage of Enrollees in Medicaid and Commercial Health Plans Who Rated Their Health Plan Experience an 8, 9, or 10, Utah and U.S. Children, 2002-2016

::chart - missing::

Medicaid vs. Commercial PlansYearPercentage of Respondents for Children
Record Count: 27
Medicaid200276.1%
Medicaid200479.2%
Medicaid200685.0%
Medicaid200882.4%
Medicaid201083.9%
Medicaid201284.5%
Medicaid201484.7%
Medicaid201685.3%
Commercial HMOs200263.1%
Commercial HMOs200456.2%
Commercial HMOs200659.8%
Commercial HMOs200863.9%
Commercial HMOs201055.7%
Commercial HMOs201260.5%
Commercial HMOs201461.4%
Commercial PPOs201058.8%
Commercial PPOs201257.7%
Commercial PPOs201458.9%
All Commercial201659.7%
U.S. Medicaid Average201070.6%
U.S. Medicaid Average201283.7%
U.S. Medicaid Average201474.7%
U.S. Medicaid Average201684.7%
U.S. Commercial Average201061.1%
U.S. Commercial Average201264.3%
U.S. Commercial Average201466.2%
U.S. Commercial Average201661.8%

Data Notes

Odd-year surveys are for adult enrollees of Utah health plans, while the even-year surveys are for child enrollees. Medicaid is a source of health insurance coverage for Utah's vulnerable populations. Medicaid is a state and federal program that pays for medical services for low-income pregnant women, children, individuals who are elderly or have a disability, parents, and women with breast or cervical cancer. To qualify, these individuals must meet income and other eligibility requirements. Commercial health insurance is defined as any type of health benefit not obtained from Medicare or Medicaid plans. The insurance may be employer-sponsored or privately purchased. Commercial health insurance may be provided on a fee-for-service basis or through a managed care plan.   [[br]] [[br]] The percentage of respondents who rated their child's health plan experience an 8, 9, or 10 was calculated for Medicaid, commercial HMOs, and commercial PPOs to derive the values presented for 2002-2014. For 2016 forward, commercial HMOs and PPOs have been combined into one category, "All Commercial".

Data Source

Consumer Assessment of Health Plans Survey, Office of Health Care Statistics, Utah Department of Health

References and Community Resources

Utah Department of Health Care Office of Health Care Assessment: [http://stats.health.utah.gov/about-the-data/health-plan-quality/] [[br]] [[br]] Centers for Medicare & Medicaid Services: [https://www.cms.gov/Research-Statistics-Data-and-Systems/Research/CAHPS/]

More Resources and Links

Evidence-based community health improvement ideas and interventions may be found at the following sites:

Additional indicator data by state and county may be found on these Websites:

Medical literature can be queried at the PubMed website.

For an on-line medical dictionary, click on this Dictionary link.

Page Content Updated On 03/16/2017, Published on 03/21/2017
The information provided above is from the Department of Health's Center for Health Data IBIS-PH web site (http://ibis.health.state.gov). The information published on this website may be reproduced without permission. Please use the following citation: " Retrieved Wed, 25 April 2018 6:38:18 from Department of Health, Center for Health Data, Indicator-Based Information System for Public Health Web site: http://ibis.health.state.gov ".

Content updated: Fri, 26 May 2017 10:19:46 MDT