Health Care Consumer Experience
UMass Medical School's Center for Health Policy and Research works with MassHealth, the state’s Medicaid program, to assess member satisfaction and perceptions of care. This is completed through an annual survey, the MassHealth Managed Care Survey, which is then used to compare the experiences of differing populations.
In previous years, the MassHealth Managed Care Survey was conducted at the health care plan level, using national standards based on the Consumer Assessment of Healthcare Providers and Systems (CAHPS). The survey collected information about patients’ experiences, including communication, access, and satisfaction with their managed care plans. These surveys resulted in the annual CAHPS chartbooks.
In 2008, for the first time, MassHealth asked UMass Medical School to take things a step further and analyze consumer experience on a more granular level, assessing satisfaction with the professionals who provide care. This is a pilot project involving 40,000 MassHealth members and is part of the statewide Massachusetts Health Quality Partners (MHQP) program.