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Preferred Provider Organization (PPO) Consumer Survey Problem: While much progress has been made in measuring consumer experience and satisfaction with HMOs, similar information about PPO members is not available. Given growing PPO enrollment, purchasers and consumers need valid ways both to compare PPOs with each other and, if possible, compare PPO and HMO consumer experiences.  PBGH
Role and Project Description: The Pacific Business Group on Health is a
catalyst for value purchasing and quality accountability by fielding in 2001 a
PPO version of the Consumer Assessment of Health Plan Survey
(CAHPS). This is the first effort in California to measure the relative
satisfaction of PPO members with their self-funded plans. The survey itself is an
extension of the CAHPS, a well-established instrument for measuring member
satisfaction. It was administered to a sampling of PPO members who are enrolled in
six major California health plans
and who are employed by large companies. This effort is funded by PBGH member
contribution to the Quality Improvement Fund.
Impact: The survey provided the first in-depth effort to compare consumer experiences in the major PPOs with which PBGH members contract. PBGH member companies were provided with results that identify each plan's rating, while participating PPOs got their results and blinded results for the other participants. The results will enable purchasers to (1) understand better how their PPO is doing in serving their enrollees, (2) compare PPOs as they consider purchasing options and (3) compare the enrollee experience in PPOs with enrollee experience in HMOs. For participating PPOs, they gain a tool to benchmark their performance against peers using a standardized tool. In addition, the survey and reporting will help move forward national efforts to create standardized performance metrics for PPOs. Current Activities: PBGH has successfully recruited five health plans that administer self-funded programs for PBGH members to participate in the PPO version of the Consumer Assessment of Health Plans Survey (CAHPS), a project of the California Cooperative Healthcare Reporting Initiative (CCHRI). With survey results, some of which will be publicly reported, PBGH members will be able to make HMO to PPO comparisons of their enrollees’ experience, consider integrating such information in open enrollment materials and make better informed comparisons of major PPO vendors. |
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