1. CAHPS® Consumer Assessment of Healthcare Providers and Systems Ernest Moy Center for Quality Improvement & Patient Safety

2. CAHPS measures patient experiences of care. Technical Assistance

3. CAHPS Surveys: Principles of Development Rigorous science Rigorous science Stakeholder input Stakeholder input Focus on 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

4. CAHPS Family of Surveys Health Plan Survey Health Plan Survey Facility Surveys Facility Surveys -Hospital -Hemodialysis Center -Nursing Resident -Nursing Home Family Ambulatory Surveys Ambulatory Surveys -Clinician & Group Adult Primary Care Adult Primary Care Child Primary Care Child Primary Care Specialty Care Specialty Care -Dental -ECHO (behavioral health) -Home Health

5. Implementation of CAHPS Surveys All surveys and other products in the public domain All surveys and other products in the public domain Standardization across core items Standardization across core items Supplemental item sets to meet sponsor needs Supplemental item sets to meet sponsor needs At least English and Spanish language At least English and Spanish language Technical support for users Technical support for users

6. Adoption of CAHPS Surveys CAHPS Health Plan Survey – 138,000,000 Americans CAHPS Health Plan Survey – 138,000,000 Americans CAHPS Hospital Survey – Nearly every eligible hospital in the U.S. CAHPS Hospital Survey – Nearly every eligible hospital in the U.S. CAHPS Clinician & Group Survey – growing interest CAHPS Clinician & Group Survey – growing interest International use of CAHPS Surveys International use of CAHPS Surveys

7. CAHPS Benchmarking Database Health Plan Survey Health Plan Survey – Commercial: ~100K patients per year – Medicaid : ~100K patients per year – Medicare : ~100K patients per year Hospital Survey: ~200K patients in 2007 Hospital Survey: ~200K patients in 2007 Clinician & Group Survey: In development Clinician & Group Survey: In development Access by researchers to de-identified data Access by researchers to de-identified data Contact:ncbd1@ahrq.gov Contact:ncbd1@ahrq.gov1-888-808-7108

8. 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

9. 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

10. CAHPS Clinician & Group Survey: Topics Getting Appointments & Health Care When Needed How Well Doctors Communicate Courteous and Helpful Office Staff Overall Rating of Doctor

11. CAHPS Benchmarking Database: Strengths & Weaknesses StrengthsWeaknesses Quality through patient’s eyes Not technical quality Good for studying access, timeliness, patient centeredness, & care coordination Less useful for studying effectiveness, safety, & efficiency Can study disparitiesNot always reported Big NNon-random respondents

12. CAHPS Reporting Tools 2007 Health Plan Survey Chartbook: Getting care quickly 2007 Hospital Survey Chartbook: All composites

14. Technical Assistance Free of charge Free of charge How to field a CAHPS Survey How to field a CAHPS Survey How to draw a sample How to draw a sample How to analyze results How to analyze results How to report out results How to report out results How to participate in the benchmarking database How to participate in the benchmarking database How to deal with media and others How to deal with media and others

15. More Info CAHPS website (www.cahps.ahrq.gov) CAHPS website (www.cahps.ahrq.gov)www.cahps.ahrq.gov Downloadable survey and reporting kits Downloadable survey and reporting kits CAHPS email address CAHPS1@ahrq.gov CAHPS email address CAHPS1@ahrq.gov CAHPS1@ahrq.gov Toll free 1-800-492-9261 Toll free 1-800-492-9261 Ernest.moy@ahrq.hhs.gov Ernest.moy@ahrq.hhs.gov Christine.crofton@ahrq.hhs.gov Christine.crofton@ahrq.hhs.gov