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The Ohio Department of Job and Family Services administers consumer satisfaction surveys for all managed care plans (MCPs) in the Ohio Medicaid Comprehensive Managed Care (CMC) Program. The purposes of the annual consumer satisfaction survey are to monitor the performance of the MCPs and provide them feedback to assist in the development and implementation of quality improvement strategies.
The standardized survey instruments used were the Consumer Assessment of Health Plans (CAHPS) 3.0H Adult Medicaid Survey and the CAHPS 3.0H Child Medicaid Survey (with Chronic Conditions measurement set). For the Ohio CMC program, four MCPs participated in the 2004 CAHPS 3.0H Medicaid surveys. Adult members and the parents or caretakers of child members from each MCP completed the surveys during the period of February through May 2004.
The 2004 consumer satisfaction survey analyzes and rates consumers' satisfaction with individual MCPs on several topics, including: satisfaction with health plans, clinical care, access to care, providers and consumer's health status. This is the first year that CMC data was submitted to the National Committee for Quality Assurance (NCQA) database, allowing for comparisons with NCQA Medicaid data and to satisfy NCQA accreditation requirements. NCQA is the premier organization dedicated to improving the quality of health care for consumers.
To provide ODJFS with a comprehensive analysis of the 2004 CAHPS results, the following reports were produced by Health Services Advisory Group, the external quality review vendor:
For questions or comments regarding the consumer satisfaction survey, please contact the Bureau of Managed Health Care at (614) 466-4693. |