Qualified Health Plan Enrollee Survey

Project

Patients' experiences of their own health care are essential indicators in improving quality and reducing costs. AIR conducted a five-year study to design the consumer experience survey used by CMS to assess and report on the performance of the Health Insurance Marketplaces and qualified health plans (QHPs) authorized by the Affordable Care Act.

AIR designed and field tested the QHP Enrollee Experience Survey instrument, developing a nationwide network of survey vendors and system for certifying and monitoring vendors; conducting a national test of the data collection and reporting system; designing a reporting structure to get results to the public, the Marketplaces, and QHPs; and implementing the first annual survey in 2016.


 

Related Work

30 Sep 2015
Report

Consumer Usability Testing in Five State-Based Marketplaces: Key Challenges and Best Practice Recommendations

Since January 1, 2014, consumers and small businesses have had access to new health insurance Marketplaces (or Exchanges). Consumers in every state and the District of Columbia are able to buy qualified health plans available through their state’s Marketplace. This report describes the results of AIR consumer website usability testing, which focused on how consumers navigate and understand key functions of the Marketplace websites in five states.
7 Aug 2015
Toolkit

Tool to Improve Health Insurance Marketplace Consumer Experiences

How can the Health Insurance Marketplaces improve consumers’ experiences when shopping for, selecting, and enrolling in affordable health plans during future open-enrollment periods? To help answer this question, AIR developed the Marketplace Survey Improvement Guide. The Guide provides seven evidence-based strategies that will help Marketplaces improve the consumer experience by giving consumers accurate and relevant information in a timely manner and helping consumers understand and use that information.
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