Consumer Experience with Care

Improving the consumer experience, within and across health systems, is essential to ensuring health care quality and access. Consumer experience surveys focus on how often people experienced important aspects of care, including communication with doctors, coordination of health care needs, and understanding medication instructions.   

According to the ambulatory, hospital, and home health care surveys within the 2014 Consumer Assessment of Healthcare Providers and Systems (CAHPS), only six states have earned the highest consumer experience rating of five stars. A higher number of states with a five star rating would signal increased emphasis on addressing the non-clinical needs of patients and consumers, such as ease of navigation, transparency, and communication—resulting in a better overall consumer experience.

Source: Centers for Medicare & Medicaid Services, 2014

Population-Based Alternative Payment Models

New payment and health care delivery models are intended to provide higher value care—meaning better care at lower cost that results in improved health. In population-based alternative payment models, a provider organization covers all care that a consumer needs over a set period of time for a fixed amount of money while maintaining quality standards. This structure gives providers the incentive to deliver high-value and timely health care, to effectively treat illness and promote health.   

Analysis by Leavitt Partners found that, as of April 2017, about 10% of the population had their health care costs covered under a population-based alternative payment program. An increase in this percentage may mean that more people have better care at lower cost.

Source: Leavitt Partners, 2017