Continuous Improvement and the Expansion of Quality ... - NCQA

T H E S TAT E o f H E A l T H C A R E Q U A l I T y 2 0 1 1 • C A H P S
CoNSUMER AND PATIENT ENGAGEMENT AND ExPERIENCE
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) program is a public/
private initiative to develop standardized surveys of patients’ experiences with ambulatory and
facility-level care in commercial and Medicaid plans. Surveys were developed with the Agency
for Healthcare Research and Quality (AHRQ). CAHPS data address areas such as patient ease
of obtaining information from a health plan; timeliness of service; and speed and accuracy of
claim processing.
CAHPS results offer an indication of how well health care organizations meet member expectations.
rating of Health Plan
Respondents were asked to give their health plan an overall rating, with 0 equaling “worst health
plan possible” and 10 equaling “best health plan possible.” The tables below represent the
percentage of respondents who rated their health plans either 9 or 10.
yEAR
ratIng of HEaltH Plan:
ratIng of 9 or 10
CoMMERCIAl MEDICARE MEDICAID
HMo PPo HMo PPo HMo
2010 40.3 33.7 NA NA 54.7
2009 38.3 32.4 59.0 52.2 52.5
2008 39.1 34.2 60.7 53.4 55.3
2007 37.1 31.8 61.1 52.9 53.3
2006 38.0 35.9 61.7 53.9 52.4
2005 39.8 43.1 61.3 54.2 54.0
2004 38.4 NA 57.5 NA 52.3
2003 36.7 NA 53.3 NA 51.7
2002 36.0 NA 60.5 NA 51.5
2001 37.4 NA 62.4 NA 69.1
2000 34.7 NA NA NA NA
1999 32.6 NA NA NA NA
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