CAHPS Overview Clinician & Group Surveys: Practical Options for Implementation and Use

Slide Presentation from the AHRQ 2011 Annual Conference

On September 18, 2011, Christine Crofton made this presentation at the 2011 Annual Conference.


Slide 1

Slide 1. CAHPS Overview Clinician & Group Surveys: Practical Options for Implementation and Use

CAHPS Overview
Clinician & Group Surveys: Practical Options for Implementation and Use

AHRQ Annual Meeting
September 18, 2011

Christine Crofton, PhD
CAHPS Project Officer

Slide 2

Slide 2. Overview of the afternoon

Overview of the afternoon

  • Overview of CAHPS Surveys & Design Principles.
  • CAHPS Clinician & Group Survey: An Introduction to the 2.0 Version.
  • Implementing CAHPS C&G Surveys: Strategies and Opportunities.

Slide 3

Slide 3. Overview, Cont'd

Overview, Cont'd

  • Assessing CAHPS C&G Survey Results: What the CAHPS Databases Can Do for You.
  • Improving Patient Experience in Primary Care: Resources & Examples including the CAHPS Survey for the Patient-Centered Medical Home.

Slide 4

Slide 4. Overview, Cont'd

Overview, Cont'd

  • Reporting on Patients' Experiences with Primary Care: Resources & Examples.

Slide 5

Slide 5. CAHPS

CAHPS

  • Integrated system of products and strategies.
  • Obtain assessments from consumers of the quality of care that they receive in different settings which.
  • Inform selection decisions.
  • Identify areas where providers and organizations can improve their services.
  • Provide quality information to care providers and other audiences.

Slide 6

Slide 6. The CAHPS Team

The CAHPS Team

  • Grantees, currently RAND and Yale.
  • User Network Contractor, currently Westat.
  • AHRQ staff.
  • Stakeholders from other government agencies, such as CMS, NIDDR, CDC.
  • Stakeholders from other private organizations, non-profits and advocacy groups.

Slide 7

Slide 7. CAHPS Ambulatory Care Surveys

CAHPS Ambulatory Care Surveys

  • Health Plan Survey:
    • Adult and child.
    • Medicare, Medicaid & commercial.
    • Managed care, FFS, PPO.
    • NCQA version.
    • Disenrollee.

Slide 8

Slide 8. CAHPS Ambulatory Surveys, Cont'd

CAHPS Ambulatory Surveys, Cont'd

  • Clinician & Group Survey:
    • Adult and child.
    • Visit-based and past 12 months versions.
    • 4 point and 6 point scale version.
    • Patient Centered Medical Home.

Slide 9

Slide 9. CAHPS Ambulatory Surveys, Cont'd

CAHPS Ambulatory Surveys, Cont'd

  • ECHO Survey (Behavioral Health Care).
  • American Indian Survey.
  • Home Health Care Survey.
  • Surgical Care Survey.
  • Dental Survey.

Slide 10

Slide 10. CAHPS Facility Surveys

CAHPS Facility Surveys

Hospitals

Hemodialysis Facilities

Nursing Homes:

  • In-person interview for long-term residents.
  • Recently discharged short-stay residents.
  • Residents' family members.

Slide 11

Slide 11. CAHPS Supplemental Item Sets

CAHPS Supplemental Item Sets

  • Children with Chronic Conditions.
  • People with Mobility Impairments.
  • Health Literacy.
  • Cultural Competence.
  • Health Information Technology.

Additional item sets for:

  • Health Plan Survey.
  • Clinician & Group Survey.

Slide 12

Slide 12. CAHPS Surveys

CAHPS Surveys

CAHPS Core Questionnaire Items + Supplemental Items = CAHPS Survey

Slide 13

Slide 13. Principle 1: Emphasis on Patients

Principle 1: Emphasis on Patients

CAHPS surveys ask about aspects of care:

  • For which patients are the best or only source.
  • Which patients have identified as important.

Slide 14

Slide 14. Principle 1: Emphasis on Patients

Principle 1: Emphasis on Patients

Only the patient knows:

  • How well their pain was controlled during a hospital stay.
  • Whether a provider explained things in a way that was easy to understand.
  • How often the provider's office staff treated him or her with courtesy and respect.

Slide 15

Slide 15. Discovering What Patients Want to Know

Discovering What Patients Want to Know

  • Focus groups with members of target population.
  • Focus groups with other individuals.
  • Literature reviews.
  • Environment scans.

Slide 16

Slide 16. Discovering What Patients Want to Know (Continued)

Discovering What Patients Want to Know (Continued)

  • Interviews, meetings with key informants:
    • Gatekeepers, providers, advocacy groups.
  • Stakeholders:
    • Policy makers, health care quality orgs.
  • Technical expert panel members.

Slide 17

Slide 17. Principle 2: Reporting About Actual Experiences

Principle 2: Reporting About Actual Experiences

Survey focus =

Patient experience of care
rather than simple satisfaction.

Slide 18

Slide 18. Principle 2: Reporting About Actual Experiences (Continued)

Principle 2: Reporting About Actual Experiences (Continued)

Reports of experience are more:

  • Actionable.
  • Understandable.
  • Specific.
  • Objective.

than general ratings.

Slide 19

Slide 19. Principle 2: Reporting About Actual Experiences

Principle 2: Reporting About Actual Experiences

How satisfied were you?
vs.
How often did this provider:

  • Explain things in a way you could understand?
  • Treat you with courtesy and respect?
  • Listen carefully to you?
  • Spend enough time with you?
  • See you within 15 minutes of appointment time?

Slide 20

Slide 20. Principle 3: Standardization

Principle 3: Standardization

  • Instrument:
    • Every user administers items the same way.
  • Protocol:
    • Sampling, communicating with potential respondents, and data collection procedures are standardized.

Slide 21

Slide 21. Principle 3: Standardization, Cont'd

Principle 3: Standardization, Cont'd

  • Analysis:
    • Standardized programs and procedures.
  • Reporting:
    • Standard reporting composites and presentation guidelines.

Slide 22

Slide 22. Standardization: Recommended Data Collection Protocols

Standardization: Recommended Data Collection Protocols

Dual mode data collection:

  1. Advance notification letter.
  2. 1st mailing of questionnaire packet.
  3. Reminder post card.
  4. Replacement mailing of questionnaire packet.
  5. Offer telephone interviews to mail nonresponders.

Slide 23

Slide 23. Principle 4: Multiple Versions for Diverse Populations

Principle 4: Multiple Versions for Diverse Populations

  • Designed for all types of users:
    • Medicare.
    • Medicaid.
    • Commercial population.
  • In English and Spanish.

Slide 24

Slide 24. Principle 5: Extensive Testing with Consumers

Principle 5: Extensive Testing with Consumers

Cognitive testing:

  • Confirms that items, response options are understood as developer intended.
  • Is conducted in iterative rounds.
  • In English and in Spanish.

Slide 25

Slide 25. Principle 5: Testing with Consumers, Cont'd

Principle 5: Testing with Consumers, Cont'd

Cognitive testing:

  • Participant "thinks out loud" while completing the questionnaire.
  • Participant is interviewed in detail after completing the questionnaire.

Slide 26

Slide 26. Principle 5: Testing with Consumers, Cont'd

Principle 5: Testing with Consumers, Cont'd

Field testing:

  • To assess the effectiveness and feasibility of survey administration procedures and guidelines.
  • To determine validity, reliability and other psychometric properties.

Slide 27

Slide 27. Obtaining Technical Assistance

Obtaining Technical Assistance

Free!

Page last reviewed March 2012
Internet Citation: CAHPS Overview Clinician & Group Surveys: Practical Options for Implementation and Use. March 2012. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/news/events/conference/2011/crofton/index.html