Consumer Assessment of Health Plans Survey (CAHPS) results for Oklahoma managed care Medicaid, 1997, 1998, and 1999

Consumer satisfaction surveys have become an important source of information for purchasers and consumers of health care and health care organizations themselves. Individuals receiving health care provide valuable information regarding access, use of services, and satisfaction with care that can be used for multiple evaluative purposes. The Oklahoma Health Care Authority has adopted the Consumer Assessment of Health Plans Survey (CAHPS) to measure patient satisfaction for the SoonerCare managed care programs. The Oklahoma Foundation for Medical Quality administered the surveys. The adult and child CAHPS core questionnaires served as the basis for the general surveys in 1997 and 1998. The CAHPS for Children with Special Needs survey results and the Pediatric Adaptation of the CAHPS Behavioral Health Survey results were administered in 1999 for baseline measures. Results indicated an overall increase in consumer satisfaction levels across the two CAHPS core questionnaires. Baseline measures for special needs populations were also established.