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 • A P P E N D I C E S APPENDIx 12: HMoS VS. PPoS, CoMMERCIAl PlANS CaHPs MEMbEr satIsfaCtIon MEasurEs HMos vs. PPos: CoMMErCIal avEragEs—2010 MEASURE HMo PPo DIffERENCE Consumer and Patient Engagement and Experience Rating of Health Plan—Rating of 8, 9 or 10 64.2 58.6 -5.6 Rating of Health Plan—Rating of 9 or 10 40.3 33.7 -6.6 Rating of Health Care—Rating of 8, 9 or 10 76.6 75.6 -1.0 Rating of Health Care—Rating of 9 or 10 50.7 48.1 -2.6 Getting Needed Care—Usually or Always 86.2 86.6 0.4 Getting Needed Care—Always 53.9 53.9 0.0 Getting Care Quickly—Usually or Always 86.5 87.1 0.7 Getting Care Quickly—Always 58.2 57.7 -0.5 How Well Doctors Communicate—Usually or Always 93.9 94.6 0.7 How Well Doctors Communicate—Always 73.5 73.5 0.0 Rating of Personal Doctor—Rating of 8, 9 or 10 83.2 82.8 -0.4 Rating of Personal Doctor—Rating of 9 or 10 65.0 62.8 -2.2 Rating of Specialist—Rating of 8, 9 or 10 82.3 81.6 -0.7 Rating of Specialist—Rating of 9 or 10 64.1 61.9 -2.2 Customer Service—Usually or Always 84.5 83.0 -1.4 Customer Service—Always 59.4 55.5 -3.9 Claims Processing—Usually or Always 88.6 87.8 -0.8 Claims Processing—Always 55.5 50.7 -4.7 169
170 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 APPENDIx 13: HMoS VS. PPoS, MEDICARE PlANS CaHPs MEMbEr satIsfaCtIon MEasurEs HMos vs. PPos: MEdICarE avEragEs—2010 MEASURE HMo PPo DIffERENCE Consumer and Patient Engagement and Experience Information not available for the October 2011 pre-publication edition of this report. Information will appear in the November 2011 final edition.
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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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M E A S U R E S T A R G E T E D A T
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Page 119 and 120: M E A S U R E S T A R G E T E D A T
Page 121 and 122: C o N S U M E R A N D P A T I E N T
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
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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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Page 169: 168 N AT I o N A l C o M M I T T E
Page 173 and 174: 172 MEASURE N AT I o N A l C o M M
Page 175 and 176: 174 APPENDIx 14b: VARIATIoN IN PlAN
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Page 185 and 186: 184 REfERENCES N AT I o N A l C o M
Page 200 and 201: ACkNoWlEDGMENTS Health Plans The 20
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Continuous Improvement and the Expansion of Quality ... - NCQA

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