Improve Enrollees' Experiences With Health Plans

One important use of the Health Plan Survey results is to identify strengths and weaknesses in a health plan's performance and then assess the impact of interventions to improve enrollees' experiences in specific areas. Several resources are available to support health plans in this effort, including the CAHPS Ambulatory Care Improvement Guide, recorded Webcasts, case studies, and presentations.

The CAHPS Ambulatory Care Improvement Guide

The CAHPS Ambulatory Care Improvement Guide is a comprehensive resource for health plans seeking to analyze and improve their performance in the domains of quality measured by the CAHPS Health Plan Survey.


AHRQ-sponsored Webcasts on quality improvement include:

Strategies for Improving CAHPS Health Plan Survey Scores (Webcast)—Two Medicaid Health plans discussed the strategies they used to improve their scores on the Health Plan Survey.

Excelling on CAHPS: Lessons from Top-Performing Medicaid and CHIP Health Plans (Webcast)—Two top-performing health plans shared how they have achieved high patient experience scores in the areas of access to care, communication with doctors, member information and customer service, and overall health plan ratings.

Review all CAHPS Webcasts.

Reports and Case Studies

Case Studies of Quality Improvement Initiatives—The RAND Team produced a series of case studies of initiatives designed to improve patients' experiences with care. One of the case studies focuses on the successful quality improvement efforts of a health plan.

Supplemental Survey Items for Quality Improvement—In 2005, the RAND Team developed a set of supplemental items for the CAHPS Health Plan Survey designed to help plans develop and monitor quality improvement efforts in several areas of care. This work was done in response to feedback from health plans regarding their need for more actionable items.

Conference Presentations

Several speakers at CAHPS User Group Meetings have discussed using the surveys to improve health plan performance. The following presentations were delivered at the 12th CAHPS and 2nd SOPS User Group Meeting in April 2010.

Using the CAHPS Health Plan Survey To Improve Quality for Medicaid Recipients

Charles MacKay, CAHPS for CHIP: The Unknown Unknowns (PDF, 256 KB)
S. Rae Starr, L.A. Care Health Plan (PDF, 709 KB)
Mary Lischka, Univera Healthcare (PDF, 1.16 MB)

Health Plan Use of CAHPS Clinician & Group Survey for Reporting and Quality Improvement

Clifford Rowley, HealthPlus of Michigan (PDF, 635 KB)
Dana Gelb Safran, BlueCross BlueShield of Massachusetts (PDF, 965 KB)

View all presentations from the 12th CAHPS & 2nd SOPS User Group Meeting.


Page last reviewed March 2018
Page originally created June 2012
Internet Citation: Improve Enrollees' Experiences With Health Plans. Content last reviewed March 2018. Agency for Healthcare Research and Quality, Rockville, MD.
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