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

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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 119 C o N S U M E R A N D P A T I E N T E N G A G E M E N T A N D E x P E R I E N C E
C o N S U M E R A N D P A T I E N T E N G A G E M E N T A N D E x P E R I E N C E 120 N AT I o N A l C o M M I T T E E f o R Q U A l I T y A S S U R A N C E rating of Health Care Respondents were asked to give their health care 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 CarE: ratIng of 9 or 10 CoMMERCIAl MEDICARE MEDICAID HMo PPo HMo PPo HMo 2010 50.7 48.1 NA NA 48.8 2009 48.7 46.6 56.2 57.4 47.0 2008 48.7 46.7 56.2 56.4 48.1 2007 47.2 45.8 55.9 55.0 46.8 2006 47.0 48.3 62.0 62.7 46.2 2005 53.4 55.6 69.1 72.2 54.1 2004 52.1 NA 68.7 NA 53.5 2003 51.5 NA 67.5 NA 52.8 2002 49.4 NA 67.8 NA 53.0 2001 47.5 NA 68.8 NA 71.3 2000 45.6 NA NA NA NA 1999 44.1 NA NA NA NA
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Continuous Improvement and the Expa
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2 This Report and the data containe
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4 N AT I o N A l C o M M I T T E E
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top 10 and bottom 10 states “loca
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16 this measure has shown steady ga
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24 HEDIS MEASURES of CARE about HEd
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S A f E T y A N D P o T E N T I A l
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W E l l N E S S A N D P R E V E N T
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C H R o N I C D I S E A S E M A N A
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Page 73 and 74: M E A S U R E S T A R G E T E D A T
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Page 129 and 130: 128 N AT I o N A l C o M M I T T E
Page 131 and 132: 130 APPENDIx 1: HEDIS EffECTIVENESS
Page 135 and 136: 134 APPENDIx 2: HEDIS EffECTIVENESS
Page 143 and 144: 142 APPENDIx 4b: ACCREDITED VS. NoN
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Page 153 and 154: 152 APPENDIx 7A: PUblICly REPoRTING
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170 N AT I o N A l C o M M I T T E
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172 MEASURE N AT I o N A l C o M M
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174 APPENDIx 14b: VARIATIoN IN PlAN
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180 APPENDIx 16A: VARIATIoN IN PlAN
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182 APPENDIx 16b: VARIATIoN IN PlAN
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184 REfERENCES N AT I o N A l C o M
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ACkNoWlEDGMENTS Health Plans The 20
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Continuous Improvement and the Expansion of Quality ... - NCQA

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