CAHPS® - Consumer Assessment of Healthcare Providers and Systems (Text Version)

Slide Presentation from the AHRQ 2008 Annual Conference

On September 10, 2008, Ernest Moy, M.D., made this presentation at the 2008 Annual Conference. Select to access the PowerPoint® presentation (952 KB; Plugin Software Help).

Slide 1

CAHPS®—Consumer Assessment of Healthcare Providers and Systems

Ernest Moy
Center for Quality Improvement & Patient Safety

Note: above the title is the emblem and logo for AHRQ (Agency for Healthcare Research and Quality) with the slogan "Advancing Excellence in Health Care" and their URL http://www.ahrq.gov.

Slide 2

CAHPS® measures patient experiences of care.

Slide depicts role of CAHPS® as two concentric circles, with "Technical Assistance" filling the center and outer ring comprised of:

• Surveys (one-half).
• Database (one-quarter).
• Tools (one-quarter).

Slide 3

CAHPS® Surveys: Principles of Development

• Rigorous science.
• Stakeholder input.
• Focus on:
  • Patient assessment of the quality of their care.
  • Quality issues for which patients are the best or only source of information.
  • Issues patients care the most about.

Slide 4

CAHPS® Family of Surveys

• Health Plan Survey.
• Facility Surveys:
  • Hospital.
  • Hemodialysis Center.
  • Nursing Resident.
  • Nursing Home Family.
• Ambulatory Surveys:
  • Clinician & Group.
  • Adult Primary Care.
  • Child Primary Care.
  • Specialty Care.
• Dental.
• Experience of Care and Health Outcomes Survey (ECHO™) (behavioral health).
• Home Health.

Slide 5

Implementation of CAHPS® Surveys

• All surveys and other products in the public domain.
• Standardization across core items.
• Supplemental item sets to meet sponsor needs.
• At least English and Spanish language.
• Technical support for users.

Slide 6

Adoption of CAHPS® Surveys

• CAHPS® Health Plan Survey—138,000,000 Americans.
• CAHPS® Hospital Survey—Nearly every eligible hospital in the U.S.
• CAHPS® Clinician & Group Survey—growing interest.
• International use of CAHPS® Surveys.

Slide 7

CAHPS® Benchmarking Database

• Health Plan Survey:
  • Commercial: ~100K patients per year.
  • Medicaid: ~100K patients per year.
  • Medicare: ~100K patients per year.
• Hospital Survey: ~200K patients in 2007.
• Clinician & Group Survey: In development.
• Access by researchers to de-identified data.
• Contact: ncbd1@ahrq.gov
  1-888-808-7108

Slide 8

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.

Slide 9

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.

Slide 10

CAHPS® Clinician & Group Survey: Topics

• Getting Appointments & Health Care When Needed.
• How Well Doctors Communicate.
• Courteous and Helpful Office Staff.
• Overall Rating of Doctor.

Slide 11

CAHPS® Benchmarking Database: Strengths & Weaknesses

Slide 12

CAHPS® Reporting Tools

• 2007 Health Plan Survey Chartbook: Getting care quickly (illustration).
• 2007 Hospital Survey Chartbook: All composites (illustration).

Slide 13

Interactive Chartbook: CAHPS® Hospital Survey

Sample page of the CAHPS® Web site Communication about Medications results in bar graph format.

Slide 14

Technical Assistance

• Free of charge.
• How to field a CAHPS® Survey.
• How to draw a sample.
• How to analyze results.
• How to report out results.
• How to participate in the benchmarking database.
• How to deal with media and others.

Slide 15

More Info

• CAHPS® Web site (https://cahps.ahrq.gov).
• Downloadable survey and reporting kits.
• CAHPS® email address cahps1@ahrq.gov.
• Toll free 1-800-492-9261.
• Ernest.Moy@ahrq.hhs.gov.
• Christine.Crofton@ahrq.hhs.gov.