Liz Goldstein, Ph'D'

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CMS CAHPS Surveys Public Reporting

• Liz Goldstein, Ph.D.
• Division of Consumer Assessment and Plan
  Performance

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Overview

• CMS Initiatives to Publicly Report CAHPS Data
• Consumer Testing of Displays
• HCAHPS Displays
• Health and Prescription Drug Plan CAHPS Displays

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CMS Initiatives to Publicly Report CAHPS Data

• Hospital CAHPS
• Medicare Advantage (MA) and Prescription Drug
  Plan CAHPS Data
• Home Health Care CAHPS coming soon!

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Consumer Testing

• Conduct multiple rounds of cognitive and
  usability testing with consumers (including
  caregivers) and health care professionals
• Test
• Mock websites
• Print materials that include the narrative
  content (including measures and footnotes) and
  alternate display options

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Formats for Public Reporting

• Graphs
• Tables
• Star Ratings

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Public Reporting of HCAHPS

• Hospital results displayed on http//www.hospitalc
  ompare.hhs.gov
• Roll-up of four most-recent quarters
• Results adjusted for patient mix and mode of
  survey administration
• See http//www.hcahpsonline.org for details
• The Effects of Survey Mode, Patient Mix, and
  Nonresponse on CAHPS Hospital Survey (HCAHPS)
  Scores. M.N. Elliott, A.M. Zaslavsky, E.
  Goldstein, W. Lehrman, K. Hambarsoomian, M.K.
  Beckett and L. Giordano. Health Services
  Research 44 501-518. 2009.

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HCAHPS Results on Hospital Compare Summer 2009
Public Reporting

• Discharges Oct. 2007 - Sept. 2008
• 3,746 hospitals
• National Response Rate 34
• 2.5 million completed surveys
• Ten HCAHPS measures reported

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HCAHPS Measures

• Composite Measures
• Communication with Nurses
• Communication with Doctors
• Responsiveness of Hospital Staff
• Pain management
• Communication about Medicines
• Individual Items
• Cleanliness of the Hospital Environment
• Quietness of the Hospital Environment
• Global Items
• Overall Hospital Rating
• Recommend the Hospital

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Medicare CAHPS Surveys for Health and
Prescription Drug Plans Objectives

• Report comparative performance information for
  consumer choice
• Help Plans identify problems improve quality of
  care services
• Enhance CMS ability to monitor quality of care
  relative performance within across delivery
  systems

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Medicare CAHPS Surveys for Health and
Prescription Drug Plans Sample Frame

• 42M beneficiaries in 50 States, PR, DC, VI
• Continually enrolled for 6 months
• Institutionalized Excluded

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2009 Data Collection

• 690,000 overall national sample
• Protocol Two Questionnaire mailings/ Postcard
  reminder / Telephone follow-up
• National Response Rate 65
• Measures Reported by October 2009

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Health Plan CAHPS Measures

• Composites
• Getting Needed Care
• Doctors who Communicate Well
• Getting Appointments and Care Quickly
• Customer Service
• Global Ratings
• Overall Rating of the Plan
• Overall Rating of Health Care

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Prescription Drug Plan Measures

• Composites
• Drug Plan Provides Information or Help When
  Members Need It
• Members Ability to Get Prescriptions Filled
  Easily When Used the Drug Plan
• Global Rating
• Overall Rating of Drug Plan

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Changes for the Upcoming Year

• Adding Fee-for-Service comparison for CAHPS
• Summary Plan Rating provided for previous year

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Contact InformationLiz Goldstein
410-786-6665elizabeth.goldstein_at_cms.hhs.gov