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Consumer response to patient experience measures in complex information environments.

Mark Schlesinger1, David E Kanouse, Lise Rybowski

  • 1Yale School of Public Health, New Haven, CT 06520, USA. mark.schlesinger@yale.edu

Medical Care
|October 16, 2012
PubMed
Summary

Public health reports with multiple clinician quality metrics can overwhelm consumers. Increased report complexity, including the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey, reduced its use and perceived ease of understanding.

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Area of Science:

  • Health services research
  • Consumer behavior in healthcare
  • Health information design

Background:

  • Public reporting on clinician quality increasingly uses multiple metrics.
  • This provides comprehensive performance data but may challenge consumer comprehension.
  • Understanding the impact of report complexity on consumer use of patient experience measures is crucial.

Purpose of the Study:

  • To assess how report complexity affects consumer understanding and use of patient experience measures.
  • Investigate the influence of the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey within varied report complexities.

Main Methods:

  • An Internet-based experiment involved 555 US adults (25-64) comparing physician quality information.
  • Participants were randomly assigned to choice sets with varying complexity (CAHPS alone vs. CAHPS with other metrics) and number of doctors.
  • Pre- and post-task surveys measured recall, use, perceived ease of use, usefulness, and trustworthiness of CAHPS measures.

Main Results:

  • Consumers presented with CAHPS alongside other metrics relied less on CAHPS, despite valuing it.
  • Increased report complexity, particularly with multiple metrics, decreased the perceived ease of use for CAHPS information.
  • Smaller choice sets combined with multiple metrics further reduced the ease of use for CAHPS data.

Conclusions:

  • Higher report complexity, especially when including multiple performance indicators, can diminish the utilization and perceived usability of patient experience surveys like CAHPS.
  • Health report designers should consider simplifying information presentation to enhance consumer understanding and effective use of quality metrics.