Strategic Reports on Consumer Reported Surveys

Tuesday, June 19, 200710:45 a.m. – 11:15 a.m.

Peggy Ketterer, RN, BSN, CHCA

Executive Director, EQRO Services

HSAG is required to: report on approaches that can be used to improve the CAHPS

and mental health consumer satisfaction surveys in the future report on alternate scoring methods and implications of the

various approaches to consumer satisfaction surveys. Report shall include findings from the various approaches by MCO and by respondent-reported race-ethnicity

report of recommendations to improve the scoring algorithm specified in section 20.12.2 of the HMO contract

Contract Requirements

Contract Requirementsreport on approaches that can be used to improve the CAHPS and mental health consumer satisfaction surveys in the future

report on alternate scoring methods and implications of the various approaches to consumer satisfaction surveys

report of recommendations to improve the scoring algorithm specified in section 20.12.2 of the HMO contract

2006-2007 Approaches to Improving Consumer

Satisfaction Surveys Report

2006-2007 HMO Consumer Satisfaction

Surveys Alternate Scoring Methods Report

Customer Satisfaction

2006-2007 Approaches to Improving Consumer Satisfaction Surveys Report

Approaches to Improving Report

MCOs

HMOs

PSNs PMHPs

NHDPs

Approaches to Improving Report

MCOs

PSNs PMHPs

NHDPsHMOs

AMERIGROUP Florida, Inc.Citrus Health Care, Inc. Healthy Palm BeachesHumana Family c/o Humana Medical Plan, Inc. Jackson Memorial Health Plan Preferred Medical Plan, Inc.United Healthcare of Florida, Inc.—AmeriChoice VISTA Healthplan, Inc.—Buena Vista Medicaid VISTA Healthplan, Inc.—Vista South Florida WellCare Health Plans, Inc.—Healthease of Florida, Inc. WellCare Health Plans, Inc.—Staywell of Florida, Inc.

Approaches to Improving Report

MCOs

PSNs PMHPs

NHDPsHMOs

South Florida Community Care Network

Approaches to Improving Report

MCOs

PSNs PMHPs

NHDPsHMOs

Access Behavioral Health

Florida Health Partners

Approaches to Improving Report

MCOs

PSNs PMHPs

NHDPsHMOs

American Eldercare, Inc.America’s Health Choice Medical Plan, Inc.AMERIGROUP Florida, Inc.Citrus Health Care, Inc.Evercare Health and Home ConnectionHope of Southwest Florida, Inc. Little Havana Activities and Nutrition Centers, Inc.Neighborly Care NetworkUnited Home Care ServicesUniversal Health Care, Inc.VISTA Health Plan, Inc.

2006-2007 HMO Consumer Satisfaction Surveys Alternate

Scoring Methods Report

Alternate Scoring Methods Report

MCOs

PSNs PMHPs

NHDPsHMOs

AMERIGROUP Florida, Inc.Citrus Health Care, Inc. Healthy Palm BeachesHumana Family c/o Humana Medical Plan, Inc. Jackson Memorial Health Plan Preferred Medical Plan, Inc.United Healthcare of Florida, Inc.—AmeriChoice VISTA Healthplan, Inc.—Buena Vista Medicaid VISTA Healthplan, Inc.—Vista South Florida WellCare Health Plans, Inc.—Healthease of Florida, Inc. WellCare Health Plans, Inc.—Staywell of Florida, Inc.

• Differentiation of HMO performance using a half a standard deviation is typically too small of a difference to be meaningful.

• For some of the measures, perceived differences in plan performance were no longer statistically significant when taking into account differences in case mix.

• Conversely, for some of the measures, HMOs identified has having performed equivalent to the state average actually performed significantly better than the state average after adjusting for differences in case mix.

Key Findings

• HSAG presented recommendations to AHCA within the reports produced for this task. These recommendations will be reviewed and considered for implementation by AHCA.

Recommendations

Questions and Answers