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 2017 Consumer Assessment of Healthcare Providers and Systems (CAHPS), 18 states have the highest consumer experience rating of five stars. In 2014, only seven states earned a five-star rating, signaling an increased emphasis on addressing the non-clinical needs of patients and consumers, such as ease of navigation, transparency, and communication within and across health systems—resulting in a better overall consumer experience.

SOURCE: Consumer Assessment of Healthcare Providers & Systems, Centers for Medicare & Medicaid Services, 2017

METHODS NOTE: Star ratings from the prior year (2014) were re-calculated using a revised methodology for estimating state rankings, resulting in small changes from prior estimates. In 2016, CMS began suppressing MCAHPS state source data with poor precision, so MCAHPS rankings are not estimated for those states. RAND also removed one measure from the home health summary measure, “would you recommend this agency…” which reflects a change in how HHCAHPS now compute its summaries.

  • CONSUMER RATING OF EXPERIENCE WITH HEALTH CARE NATIONALLY, IN 2017

  • NUMBER OF STATES REPORTING STAR RATINGS OF CONSUMER HEALTH CARE EXPERIENCE

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 the end of 2019, about 12% of the U.S. population had a health care provider who is part of a population-based alternative payment program, an increase of about 2% since 2018. An increase in this percentage may mean that more people have better care at lower cost.

SOURCE: Leavitt Partners, 2019

 

  • PERCENT OF U.S. POPULATION WHOSE HEALTH CARE PROVIDER IS PART OF A POPULATION BASED ALTERNATIVE PAYMENT MODEL

  • U.S. POPULATION WHOSE HEALTH CARE PROVIDER IS PART OF A POPULATION BASED ALTERNATIVE MODEL, IN 2019