Consumer Assessment of Healthcare Providers and Systems (CAHPS) VI

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PROJECT SUMMARY/ABSTRACT The Consumer Assessment of Healthcare Providers and Systems (CAHPS®) VI project will advance the Agency for Healthcare Research and Quality (AHRQ) CAHPS mission of improving patients’ experiences with health care overall and equity of care by developing and evaluating strategies for survey measurement, reporting and quality improvement. We propose a 5-year effort to advance the science and practice of patient experience assessment, ensure relevance to current health service delivery and implement best survey practices, further the science of reporting, and evaluate CAHPS quality improvement efforts. We will develop survey items targeted at perceived bias/discrimination, communication with non-English language preferring patients, and functional limitations. In addition, we will use stakeholder consensus methods to update the CAHPS health plan 5.0/5.1 and Clinician and Group 3.0/3.1 surveys. Moreover, we will evaluate alternatives to the standard CAHPS modes of data collection and conduct analyses of non-response patterns to elucidate the combination of mode of administrations best suited for racial and ethnic minorities. We will assess racial/ethnic bias in Amazon Comprehend and Google’s AutoML natural language processing of narrative data and evaluate quality improvement communication strategies designed to improve the experiences of care of patients of safety net providers. The project team is well suited to achieving the study objectives given its prior accomplishments and established working relationships. The work is innovative and designed to (1) refine CAHPS surveys and enhance their use via data collection methods that improve response rates, (2) facilitate reporting and use of CAHPS survey data, and (3) strengthen efforts to improve experience with health care in the United States (U.S.). It builds upon the team’s past accomplishments as part of the CAHPS consortium to ensure that the quality of health care is optimized for the socioeconomically disadvantaged and those for whom Spanish- language is preferred. The project contributes substantially to the reduction of health data poverty by improving representation of the diversity within the United States population with the objective of equity in voice and benefits from healthcare in the United States.