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CAHPS surveys: how do they help to improve quality and the member experience for a health plan?

Terlion, Jane (2015) CAHPS surveys: how do they help to improve quality and the member experience for a health plan? Master's Thesis, University of Pittsburgh.

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This paper investigates the benefits of the national standard survey method called the Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys for health insurance plans. The research will then examine how it improves quality and to see what the value is to both the sponsoring healthcare organization as well as the general public. The investigation will research the evolution of the CAHPS program, how those associated with it are selected and their roles, and the professional accreditation value now in existence. Analysis of existing studies and papers will be conducted along with reference information from the governmental bodies responsible for the program. Additionally, several interviews were conducted with individuals directly associated with oversight for the program at healthcare organizations. The CAHPS survey is a tool health care organization are required to use to achieve and maintain credentialing by NCQA. It is used to ensure credibility and trust by patients who can use survey results to make informed choices of healthcare systems. It is also used for financial incentives under the ACA. Actual quality improvement activities and results can only come from the survey sponsor understanding and reacting to the data, who then can use the findings to implement changes that are identified by the results. In terms of public health relevance, this paper identifies areas for quality improvement and describes efforts that health plans make in support of their patients.


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Item Type: Other Thesis, Dissertation, or Long Paper (Master's Thesis)
Status: Unpublished
CreatorsEmailPitt UsernameORCID
Terlion, Jane
ContributionContributors NameEmailPitt UsernameORCID
Committee ChairBarron, Geraldgbarron@pitt.eduGBARRONUNSPECIFIED
Committee MemberHawk, Marymeh96@pitt.eduMEH96UNSPECIFIED
Date: December 2015
Date Type: Publication
Access Restriction: No restriction; Release the ETD for access worldwide immediately.
Publisher: University of Pittsburgh
Institution: University of Pittsburgh
Schools and Programs: School of Public Health > Health Policy & Management
Degree: MPH - Master of Public Health
Thesis Type: Master's Thesis
Refereed: Yes
Date Deposited: 20 May 2016 14:21
Last Modified: 01 Jul 2023 11:03


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