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

Definition

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

Numerator

Number of survey respondents who rated their health care experience an 8, 9, or 10 on a scale of 0 (worst health care possible) to 10 (best health care 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 with experience 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 consumer experience 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 and Commericial Health Plans Who Rated Their Health Care Experience an 8, 9, or 10, Utah and U.S. Adults, 2003-2015

::chart - missing::

Medicaid vs. Commercial PlansYearPercentage of Adult Respondents
Record Count: 24
Medicaid200374.5%
Medicaid200574.1%
Medicaid200770.5%
Medicaid200970.1%
Medicaid201172.5%
Medicaid201383.1%
Medicaid201574.7%
Commercial HMOs200371.1%
Commercial HMOs200572.7%
Commercial HMOs200768.4%
Commercial HMOs200974.7%
Commercial HMOs201173.0%
Commercial HMOs201375.3%
Commercial PPOs201174.7%
Commercial PPOs201373.8%
All Commercial201576.6%
U.S. Medicaid Average200968.1%
U.S. Medicaid Average201168.9%
U.S. Medicaid Average201370.8%
U.S. Medicaid Average201572.5%
U.S. Commercial Average200975.9%
U.S. Commercial Average201176.3%
U.S. Commercial Average201376.5%
U.S. Commercial Average201577.5%

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 care experience an 8, 9, or 10 was calculated for Medicaid, commercial HMOs, and commercial PPOs to derive the values presented for 2003-2015. 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 Commericial Health Plans Who Rated Their Health Care 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: 28
Medicaid200281.2%
Medicaid200486.2%
Medicaid200686.1%
Medicaid200886.9%
Medicaid201083.6%
Medicaid201284.0%
Medicaid201485.9%
Medicaid201688.4%
Commercial HMOs200279.7%
Commercial HMOs200483.7%
Commercial HMOs200686.3%
Commercial HMOs200889.5%
Commercial HMOs201077.7%
Commercial HMOs201283.0%
Commercial HMOs201486.2%
Commercial PPOs201081.0%
Commercial PPOs201283.8%
Commercial PPOs201483.4%
All Commercial201686.7%
U.S. Medicaid Average201067.3%
U.S. Medicaid Average201283.0%
U.S. Medicaid Average201471.3%
U.S. Medicaid Average201685.8%
U.S. Commercial Average201074.6%
U.S. Commercial Average201277.2%
U.S. Commercial Average201478.1%
U.S. Commercial Average201677.0%

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 care 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 03/20/2017, 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 Thu, 19 April 2018 15:17:16 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