Zaslavsky A M, Landon B E, Beaulieu N D, Cleary P D
Department of Health Care Policy, Harvard Medical School, Boston, MA 02115, USA.
Inquiry. 2000 Summer;37(2):146-61.
This study investigated the extent to which the Consumer Assessments of Health Plans Survey (CAHPS) distinguishes performance of Medicare managed care (MMC) health plans. Results indicate that CAHPS ratings and report composites distinguish among plans both nationally and within markets. Global ratings of a health plan and reports on customer services varied strongly at the individual plan level, with smaller effects seen at regional and Metropolitan Statistical Area (MSA) levels. Ratings of doctors and health care, and reports on experiences in the doctor's office varied more among regions and among MSAs than among plans within the same MSA. These patterns are consonant with our hypotheses about the determinants of these ratings: customer service is a distinct plan function, but medical services are provided by networks that often overlap for plans in the same area. We conclude that the CAHPS-MMC survey can inform consumers choosing among plans as well as policymakers and researchers.
本研究调查了医疗保险计划消费者评估调查（CAHPS）在区分医疗保险管理式医疗（MMC）健康计划绩效方面的程度。结果表明，CAHPS评分和报告综合指标在全国范围内以及市场内部都能区分不同的计划。健康计划的总体评分和客户服务报告在单个计划层面差异很大，而在区域和大都市统计区（MSA）层面的影响较小。医生和医疗保健的评分以及医生办公室的体验报告在不同地区和不同MSA之间的差异大于同一MSA内不同计划之间的差异。这些模式与我们关于这些评分决定因素的假设一致：客户服务是一项独特的计划功能，但医疗服务是由同一地区计划中经常重叠的网络提供的。我们得出结论，CAHPS-MMC调查可以为选择计划的消费者以及政策制定者和研究人员提供信息。
