CAHPS

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CAHPS

• Consumer Assessment of
• Healthcare Providers and Systems
• Ernest Moy
• Center for Quality Improvement Patient Safety

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CAHPS measures patient experiences of care.
Technical Assistance
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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

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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
• - ECHO (behavioral health)
• - Home Health

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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

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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

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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_at_ahrq.gov
• 1-888-808-7108

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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

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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

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CAHPS Clinician Group Survey Topics

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

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CAHPS Benchmarking Database Strengths
Weaknesses
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CAHPS Reporting Tools

• 2007 Health Plan Survey Chartbook Getting care
  quickly

• 2007 Hospital Survey Chartbook All composites

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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

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More Info

• CAHPS website (www.cahps.ahrq.gov)
• Downloadable survey and reporting kits
• CAHPS email address CAHPS1_at_ahrq.gov
• Toll free 1-800-492-9261
• Ernest.moy_at_ahrq.hhs.gov
• Christine.crofton_at_ahrq.hhs.gov