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MEMBER SATISFACTION WEBINAR

Annecy Majoros, Quality Improvement Coordinator

Wednesday, September 11, 2019

• CAHPS: Consumer Assessment of Healthcare Providers and Systems

• CG-CAHPS: Clinician and Group Survey

• AHRQ: Agency for Healthcare Research and Quality

• NCQA: National Committee for Quality Assurance

ACRONYMS

• Survey Overview

• Health Plan CAHPS Survey

• Provider CG-CAHPS Survey

• Clinic Survey (Non-CAHPS)

• AHRQ Evidence-Based Strategies

• Call to Action

• Q&A

AGENDA

SURVEY OVERVIEW

ALLIANCE STRATEGIC GOAL - ACCESS

SURVEY OVERVIEW

• CAHPS: Consumer Assessment of Healthcare Providers and Systems

• Surveys were developed with the Agency for Healthcare Research and Quality (AHRQ)

• Purpose: Advance the scientific understanding of patient experience with healthcare through standardized collection

CAHPS SURVEYS

SURVEY TYPES – WHAT IS CAHPS?

CAHPS Healthplan

• Member experience related to the healthplan and its services

• National standard

• NCQA Accreditation

• Healthplans: identify strengths and weaknesses, and target areas for improvement

• Separate surveys for adults and children

CAHPS Clinician and Group

Survey (CG-CAHPS)

• Assess patient experience with healthcare providers and staff

• Improve care provided by individual providers

• Separate surveys for adults and children

• Survey Overview





• Call to Action

• Q&A

AGENDA

SURVEY TYPES – HEALTPLAN CAHPS

COMPOSITE MEASURES Getting needed care

Getting care quickly

How well doctors communicate

Health plan customer service

How people rated their health plan

SURVEY ITEMS – HEALTHPLAN CAHPS

ACCESS QUESTIONS

4. In the last 6 months, when you needed care

right away, how often did you get care as

soon as you needed? 1 Never 2 Sometimes 3 Usually 4 Always

6. In the last 6 months, how often did you get

an appointment for a check-up or routine

care at a doctor’s office or clinic as soon as

you needed? 1 Never 2 Sometimes 3 Usually 4 Always

9. In the last 6 months, how often was it easy

to get the care, tests, or treatment you

needed? 1 Never 2 Sometimes 3 Usually 4 Always

18. In the last 6 months, how often did you

get an appointment to see a specialist as

soon as you needed? 1 Never 2 Sometimes 3 Usually 4 Always

Getting Care Quickly Getting Needed Care

2018 MEDI-CAL CAHPS® SURVEY

SURVEY OUTCOMES – ADULT

Composite/Measure/Attribute Summary Rate and Percentile Ranking

2018 2017 2017 QC %tile Rank

Getting Needed Care 78.3% 81.1% 82.0% 17th

Getting Care Quickly 73.7% 76.7% 81.8% <10th

0 20 40 60 80 100

Getting Care Quickly

Getting Needed Care

Percentage Point Changes

2017

2018-3.0

-2.8

2018 MEDI-CAL CAHPS® SURVEY

SURVEY OUTCOMES – CHILD

0 20 40 60 80 100

Getting Care Quickly

Getting Needed Care

Percentage Point Changes

2017

2018

-5.1

+.8

Composite/Measure/Attribute Summary Rate and Percentile Ranking

2018 2017 2017 QC %tile Rank

Getting Needed Care 77.6% 82.7% 84.5% <10th

Getting Care Quickly 82.4% 81.6% 88.8% <10th

• Survey Overview





• Call to Action

• Q&A

AGENDA

SURVEY TYPES – CG-CAHPS

COMPOSITE MEASURES Getting Timely Appointments, Care, and Information

How well providers communicate with patients

Providers’ use of information to coordinate patient care

Helpful, Courteous, and Respectful office Staff

Patients’ Rating of the Provider

SURVEY TYPES – CG-CAHPS

ACCESS QUESTIONS

6. In the last 6 months, when you contacted

this provider’s office to get an appointment

for care you needed right away, how often

did you get an appointment as soon as you

needed? 1 Never 2 Sometimes 3 Usually 4 Always

8. In the last 6 months, when you made an

appointment for a check-up or routine care

with this provider, how often did you get an

appointment as soon as you needed? 1 Never 2 Sometimes 3 Usually 4 Always

10. In the last 6 months, when you contacted

this provider’s office during regular office

hours, how often did you get an answer to

your medical question that same day? 1 Never 2 Sometimes 3 Usually 4 Always

Getting Timely Appointments, Care and Information

2018 MEDI-CAL CG-CAHPS® SURVEY

SURVEY OUTCOMES – ADULT AND CHILD

Composite/Measure/Attribute ADULT

Summary Rate and Percentile Ranking

2018 2017 QC %tile Rank

Getting timely appointments, Care, and Information

77.4 90.0 <10th

Composite/Measure/Attribute CHILD

Summary Rate and Percentile Ranking

2018 2016 QC %tile Rank

Getting timely appointments, Care, and Information

81.3 94.3 <30th

• Survey Overview





• Call to Action

• Q&A

AGENDA

CLINIC SURVEY (NON-CAHPS)

DEVELOPING A SURVEY

The Agency for Healthcare Research and Quality (AHRQ) contains all of the CAHPS surveys

All types of CAHPS surveys are located on their website, including how to administer surveys

Search for AHRQ CG-CAHPS

https://www.ahrq.gov/cahps/surveys-guidance/cg/index.html




IMPORTANT CONSIDERATIONS

Interviews (face-to-face or telephone)

Computer and self-administration

Acquiescence bias

Interviewer bias

Interviews vs Paper vs Mailed vs Electronic

• Survey Overview





• Call to Action

• Q&A

AGENDA

AHRQ EVIDENCE-BASED STRATEGIES

ANSWERING MEMBER QUESTIONS OVER THE PHONE

Telephone triage system or screening service

Notify member of the wait time

Include info on:

Urgent visit or emergency care

Nurse Advice Line

How to contact a provider that has agreed to be on-call


NURSE ADVICE LINE (NAL)

Include Nurse Advice Line phone number on Patient After Visit Summaries

Help the member input the phone number into their phone – 1 (844) 971-8907

Inform member several times during the visit (from check-in to departure) – reinforces using this instead of the ED

All Alliance members have access to the Nurse Advice Line


NURSE ADVICE LINE (NAL) - BENEFITS Patients less likely to go to ED

Quicker access to care for members

Eliminates members needing to schedule and wait for appointments

Nurse can help patient understand and comply with prescribed medication and diets


ROUTINE CARE APPOINTMENTS Schedule preventive care appointments in advance

Screenings, check-ups, and patient counseling

When scheduling, ask:

if they require special needs

to arrive 15 minutes early

Complete reminder calls to help avoid no shows


APPOINTMENTS NEEDED RIGHT AWAY Block out available time for same-day scheduling. This

allows for walk-ins and urgent appointments

Members are seen immediately, rather than weeks away. It reduces the likelihood of no-shows and ED visits

*See the Member Satisfaction Toolkit for implementation practices

ALLIANCE URGENT VISIT INITIATIVE

URGENT VISIT ACCESS INITIATIVE 2018:

1st: Call PCP

2nd: Call Nurse Advice Line and receive a referral

3rd: Urgent visit provider

2019:

1st: Call PCP

2nd: Call Nurse Advice Line OR visit an Alliance-approved urgent visit provider

NEXT STEPS

SUMMARY OF STRATEGIES Answering member questions: triage member questions and

provide information on the Nurse Advice Line

Nurse Advice Line: remind the patient of the Nurse Advice Line throughout their visit and assist them by putting the phone number into their contacts

Schedule routine care appointments and follow-up appointments in advance

Appointments needed right away: block out available time for same-day appointments

• Survey Overview (gray out text)





• Call to Action

• Q&A

AGENDA

CALL TO ACTION Take small steps to create an impact

There are 4 strategies in the toolkit

Contact us for support: [email protected]

• Survey Overview





• Call to Action

• Q&A

AGENDA

Thank You!

For further questions contact:

Annecy Majoros Quality Improvement Coordinator [email protected]

Amit Karkhanis Quality and Performance Improvement Manager [email protected]

[email protected]

member satisfaction webinar...member satisfaction webinar annecy majoros, quality improvement...

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