Enrollee Satisfaction Survey for Health Insurance Exchanges

Project

Patients' experiences of their own health care are essential indicators in improving quality and reducing costs. To capture valid and reliable measures of patient experience, AIR designed and is fielding a survey measuring consumer experiences with the Health Insurance Marketplaces. The survey is using Consumer Assessment of Healthcare Providers and Systems (CAHPS) methodology. A team of organizations led by AIR is measuring consumer experiences with the Marketplaces. AIR manages the national fielding of the Qualified Health Plan Enrollee survey, conducted by Health and Human Services-approved vendors and provides quality assurance for over 80,000 annual Marketplace consumer responses to determine the quality of care they receive.

AIR analyzes QHP Enrollee survey data to assess validity and reliability of performance measures and provides quality measures included in the QHP Quality Rating System (QRS). The QRS blends administrative, claims, and survey measures to provide comprehensive assessments of health plan performance, which can be used by consumers to assist them in selecting a health plan. The project is funded by the Centers for Medicare & Medicaid Services.

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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