CAHPS® Health Plan Survey and Instructions

Patient Experience Measures from the

CAHPS® Health Plan Survey
Table of Contents
Introduction........................................................................... 1
Types of Measures ................................................................ 1
Measures from Core Survey Items ....................................... 2
Guidance on Reporting Health Plan Survey Measures ........ 2
Appendixes
Appendix A: Measures for the Adult Survey .......................................................4
Appendix B: Measures for the Child Survey ........................................................6

Patient Experience Measures from the CAHPS Health Plan Survey

Document No. 2109
Updated 9/8/2017
 CAHPS® Health Plan Survey and Instructions

Documents Available for the CAHPS Health Plan Survey 5.0

This document is part of a comprehensive set of instructional materials that address implementing the
Health Plan Survey, analyzing the data, and reporting the results. All documents are available on the
Agency for Healthcare Research and Quality’s Web site. For assistance in accessing these
documents, please contact the CAHPS Help Line at 800-492-9261 or cahps1@westat.com.
For descriptions of these documents, refer to: What's Available for the CAHPS Health Plan
Survey 5.0.

Questionnaires Available for all CAHPS surveys

• CAHPS Health Plan Survey: Overview • Analyzing CAHPS Survey Data: Free
of the Questionnaires programs for analyzing the data, guidance
• Health Plan Survey 5.0 (Adult and Child, on preparing survey results for analysis,
English and Spanish) and instructions for using the CAHPS
o Medicaid Survey 5.0 Analysis Program.
o Commercial Survey 5.0 • Translating Surveys and Other Materials:
Guidelines for translating surveys and
Supplemental Items selecting translators and translation
• Supplemental Items for the Health Plan reviewers.
Survey 5.0
Some supplemental items for this survey are
intended to be administered together. Learn
more about these item sets:
• People with Mobility Impairments
• Children with Chronic Conditions

Survey Administration Guidelines

• Preparing a Questionnaire Using the
CAHPS Health Plan Survey
• Fielding the CAHPS Health Plan Survey
• Sample Notification Letters and Emails
for the CAHPS Health Plan Survey
• Sample Telephone Script for the CAHPS
Health Plan Survey

Reporting Measures and Guidelines

• Patient Experience Measures from the
CAHPS Health Plan Survey

Patient Experience Measures from the CAHPS Health Plan Survey

Document No. 2109
 CAHPS® Health Plan Survey and Instructions

Introduction
This document reviews the types of patient experience measures associated with the
CAHPS Health Plan Survey 5.0, lists the survey’s composite and rating measures, and
offers basic guidance on reporting the survey results to consumers and other
audiences.

Types of Measures
The CAHPS Health Plan Survey generates three types of measures for reporting
purposes:
• Rating measures are based on items that use a scale of 0 to 10 to measure
respondents’ assessment of their health plan and the quality of care received
over a specified period of time. This measure is sometimes referred to as the
“global rating” or “overall rating.”
• Composite measures (also known as reporting composites) combine results
for closely related items that have been grouped together. Composite measures
are strongly recommended for both public and private reporting because they
allow for reports that are comprehensive, yet of reasonable length.
Psychometric analyses also indicate that composite measures from the core
items in the survey are reliable and valid measures of patients’ experiences. 1, 2
To learn about the calculation of scores for composite measures, read about
analyzing CAHPS survey data.
• Single-item measures are individual survey questions that did not fit into
composite measures. Both the core survey as well as the supplemental item
sets contain items that can be reported individually. These single-item
measures are especially useful in reports for administrators and other internal
audiences that use the data to identify specific strengths and weaknesses.
When reporting single-item measures, it is important to indicate that the
measure reflects performance on just one survey question in contrast to the
multiple questions represented by composite measures.

1
McGee J, Kanouse DE, Sofaer S, Hargraves JL, Hoy E, Kleimann S. Making survey results easy to report to
consumers: How reporting needs guided survey design in CAHPS. Med Care. 1999 Mar;37(3 Suppl):MS32-40.
2
Hargraves JL, Hays RD, Cleary PD. Psychometric properties of the Consumer Assessment of Health Plans Study
(CAHPSTM) 2.0 adult core survey. Health Serv Res. 2003 Dec;38(6 Pt 1):1509-27.

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 CAHPS® Health Plan Survey and Instructions

Measures from Core Survey Items

The Health Plan Survey 5.0 produces the following measures:
• Getting needed care (composite of 2 items)

• Getting care quickly (composite of 2 items)

• How well doctors communicate (composite of 4 items in the Adult Survey;

composite of 5 items in the Child Survey)

• Health plan customer service (composite of 2 items)

• Enrollees’ rating of their health plan (1 item)

• Enrollees’ rating of their health care (1 item)

• Enrollees’ rating of their personal doctor (1 item)

• Enrollees’ rating of their specialist (1 item)

These measures have been shown to be reliable and are recommended for all types of
reporting.
Descriptions of these measures and lists of the survey questions included in each
measure are provided in Appendix A for the Adult Survey and Appendix B for the
Child Survey.
The measure names, or labels, listed above and in the appendices are recommended
for use in both public and private reports. They are the product of expert input as well
as extensive testing with consumers

Guidance on Reporting Health Plan Survey Measures

Users of the CAHPS Health Plan Survey may report the results of the survey publicly
to inform health care consumers and/or privately to inform administrative and clinical
leaders at health plans and support their efforts to improve enrollees’ experiences.
While the basic content included in these reports may be the same, the specific
content should differ because the purposes differ.
In reports intended for consumers, the goal is to provide information that people can
use to assess and compare the performance of health plans and identify those that best
meet their needs. Survey results are typically reported along with other measures of
quality as well as information on costs and provider networks. For that reason, the
presentation of CAHPS measures and scores must be concise and easily digestible.
The use of composite measures rather than individual items is one way to avoid
“information overload” among consumers.

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Another strategy is to limit the number of patient experience measures in a report; all
measures from the core survey are recommended for consumer reports, but the use of
measures from any supplemental items should be carefully considered. Report
sponsors have to weigh the trade-off between offering an array of performance scores
and overwhelming consumers with more information than they can process.
For guidance on reporting results of the Health Plan Survey to consumers, refer to –
• Reporting Results to Consumers (AHRQ CAHPS Web site)

• TalkingQuality (AHRQ Web site)

A report intended for administrative and clinical leaders and other internal audiences
must also be clear and concise, but can and should contain more information in order
to support use of the results to identify relative strengths and weaknesses. These
reports need to provide trend data (when available) and different kinds of
comparators, such as local or State averages and percentiles. They can also provide a
greater level of detail, such as results at the item level, results for any supplemental
items, and the full range of survey responses (i.e., the percent that gave each possible
response). These reports can include measures from supplemental items that did not
achieve a high enough level of reliability at the suggested sample sizes to be
recommended for public reporting. A high level of reliability is not necessary for a
measure to provide useful information for quality improvement. With this
information, health plans are equipped to analyze their performance and take steps
towards improving their enrollees’ experiences.
Learn more about improving enrollees’ experiences.
Related resource: The CAHPS Ambulatory Care Improvement Guide

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Appendix A: Measures for the Adult Survey

Organizations reporting the results of the CAHPS Health Plan Adult Survey can use the
following labels and descriptions of the composite and rating measures in reports for consumers
and other audiences.
Please note that the only difference between the Medicaid and commercial versions is the
reference period: 6 months for Medicaid enrollees and 12 months for commercial enrollees.

Getting Needed Care

The survey asked enrollees how often it was easy for them to get appointments with specialists and
get the care, tests, or treatment they needed through their health plan.

Response
Q9 Easy for respondent to get necessary care, tests, or treatment Options
• Never
• Sometimes
Q18 Respondent got appointment with specialists as soon as needed • Usually
• Always

Getting Care Quickly

The survey asked enrollees how often they got care as soon as needed when sick or injured and got
non-urgent appointments as soon as needed.

Response
Q4 Respondent got care for illness/injury as soon as needed Options
• Never
• Sometimes
Q6 Respondent got non-urgent appointment as soon as needed • Usually
• Always

How Well Doctors Communicate

The survey asked enrollees how often their personal doctor explained things clearly, listened
carefully, showed respect, and spent enough time with them.

Q12 Doctor explained things in a way that was easy to understand Response
Options
Q13 Doctor listened carefully to enrollee • Never
• Sometimes
• Usually
Q14 Doctor showed respect for what enrollee had to say
• Always

Q15 Doctor spent enough time with enrollee

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Health Plan Customer Service

The survey asked enrollees how often customer service staff were helpful and treated them with
courtesy and respect.

Response
Q22 Customer service gave necessary information/help Options
• Never
• Sometimes
Q23 Customer service was courteous and respectful • Usually
• Always

Enrollees’ Ratings
The survey asked enrollees for several ratings on a scale of 0 to 10, with 0 being the worst and 10
being the best.

Q8 Rating of all health care Response

Options
Q16 Rating of personal doctor • 0-10

Q20 Rating of specialist

Q26 Rating of health plan

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Appendix B: Measures for the Child Survey

Organizations reporting the results of the CAHPS Health Plan Child Survey can use the
following labels and descriptions of the composite and rating measures in reports for consumers
and other audiences.
Please note that the only difference between the Medicaid and commercial versions is the
reference period: 6 months for Medicaid enrollees and 12 months for commercial enrollees.

Getting Needed Care

The survey asked enrollees how often it was easy for them to get appointments for their child with
specialists and get the care, tests, or treatment the child needed through their health plan.

Response
Q9 Easy for child to get necessary care, tests, or treatment Options
• Never
• Sometimes
Q21 Respondent got child an appointment with specialists as soon as needed • Usually
• Always

Getting Care Quickly

The survey asked enrollees how often their child got care as soon as needed when sick or injured
and got non-urgent appointments as soon as needed.

Response
Q4 Child got care for illness/injury as soon as needed Options
• Never
• Sometimes
Q6 Child got non-urgent appointment as soon as needed • Usually
• Always

How Well Doctors Communicate

The survey asked enrollees how often their child’s personal doctor explained things clearly both to the
parent and to the child, listened carefully, showed respect, and spent enough time with the child.
Q12 Doctor explained things in a way that was easy to understand Response
Options
Q13 Doctor listened carefully to respondent
• Never
Q14 Doctor showed respect for what respondent had to say • Sometimes
• Usually
Q16 Doctor explained things in a way that was easy for child to understand • Always
Q17 Doctor spent enough time with child

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Health Plan Customer Service

The survey asked enrollees how often customer service staff were helpful and treated them with
courtesy and respect.

Response
Q25 Customer service gave necessary information/help Options
• Never
• Sometimes
Q26 Customer service was courteous and respectful • Usually
• Always

Enrollees’ Ratings
The survey asked enrollees for several ratings on a scale of 0 to 10, with 0 being the worst and 10
being the best.
Q8 Rating of all health care Response
Options
Q19 Rating of personal doctor
• 0-10
Q23 Rating of specialist
Q29 Rating of health plan

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