Consumer Assessment of Healthcare Providers and Systems (CAHPS)
HMO and PPO
The CAHPS survey provides an assessment of health plan performance from a consumer perspective regarding the plan’s services and care delivery system. Participants in CCHRI identify target areas for cross-plan improvement in California and then work together to append questions to the survey that focus on these areas. The internal report distributed to CCHRI plans provides each plan with an opportunity to see not only how well they did compared to their competitors but also highlights trends in performance that are shared by all plans and therefore opportunities for collaborative improvement.
The results are used by purchasers and consumers in making decisions about plan choices. CCHRI publishes cross-plan results in the CCHRI Report on Quality which is available to stakeholders and the pubic and in a detailed Internal Report that is shared with CCHRI stakeholders only. In addition, results are used as a component of the eValue8 health plan RFI assessment of plans. The Office of the Patient Advocate (OPA) publishes CCHRI CAHPS survey results on their consumer website.
In response to strong purchaser interest, CCHRI will be collecting and reporting PPO CAHPS scores in addition to HMO scores in 2008.
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