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THE CAHPS DATABASE

2016 CAHPS Clinician & Group Survey Database


2016 Chartbook: What Patients Say About Their Health Care Providers and Medical Practices



The content of this document may be used and reprinted without permission except for the following: Federal Government logos, items noted with specific restrictions, and those copyrighted materials that are clearly noted in the document. Further reproduction of those copyrighted materials is prohibited without the specific permission of copyright holders.

No investigators have any affiliations or financial involvement (e.g., employment, consultancies, honoraria, stock options, expert testimony, grants or patents received or pending, or royalties) that conflict with material presented in this report.

AHRQ Contract No.: HHSA290201300003C

Managed and prepared by:

Westat, Rockville, MD

John Rauch
Dale Shaller
Naomi Yount
Michael Corrothers
Betsy Kaeberle


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AHRQ Pub. No. 17-0035-EF
July 2017
www.ahrq.gov



The authors of this report are responsible for its content. Statements in the report should not be construed as endorsement by the Agency for Healthcare Research and Quality or the U.S. Department of Health and Human Services.


Table of contents

1. INTRODUCTION

2. SELECTED HIGHLIGHTS

3. RESULTS BY SURVEY VERSION

Adult Survey 2.0 Combined

Adult Survey 3.0 Combined

Child Survey 3.0 Combined

APPENDIX A. CHARACTERISTICS OF THE 2016 CG-CAHPS DATABASE

Database Composition

Region

Practice Ownership and Affiliation

Providers Working per Week

Survey Completion Mode

APPENDIX B. LISTING OF COMPOSITES, RATINGS, AND INDIVIDUAL ITEMS BY SURVEY VERSION

Adult Survey 2.0 Combined

Adult Survey 3.0 Combined

Child Survey 3.0 Combined

1. INTRODUCTION

This annual Chartbook presents comparative results from the 2016 CAHPS Clinician & Group Survey (CG-CAHPS) Database for the following CG-CAHPS Survey versions:

The composition of the 2016 CG-CAHPS Database by survey version is shown in Table 1 (see Appendix A for further details). Data submitted for all survey versions were collected from January 2016 through March 2017.

Table 1. Composition of the 2016 CG-CAHPS Database
Survey Version CG-CAHPS Database
Number of
Practice Sites 		Number of
Respondents
Adult Survey 2.0 Combined 850 118,444
Adult Survey 3.0 Combined 656 137,416
Child Survey 3.0 Combined 81 12,488
Total 1,587 268,348

Results are presented for each survey version in the form of bar charts that show the overall distribution of scores. For survey versions with sufficient data, results also are presented by State, urban/rural classification, and provider specialty. Trend data are presented for each version.

The summary results presented in this Chartbook are compiled from detailed data displays available in the CG-CAHPS Database Online Reporting System (ORS) at https://www.cahpsdatabase.ahrq.gov/CAHPSIDB/Public/CG/CG_About.aspx

De-identified research files for the CG-CAHPS data presented in this Chartbook, as well as from previous years, are available upon request. Requests may be sent to the CAHPS Database by email CAHPSDatabase@westat.com or questions may be directed to the toll-free help line at 888-808-7108.

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2. SELECTED HIGHLIGHTS

Selected highlights of the results presented in this Chartbook include the following:

Comparisons by Composite

Table 2. Core Composite Scores by Survey Version
Survey Version Number of
Respondents 		Access Provider
Communication		 Office Staff Care
Coordination		 Rating of
Provider
Adult 2.0 118,444 58% 81% 77% - 77%
Adult 3.0 137,416 67% 88% 82% 74% 82%
Child 3.0 12,488 77% 90% 80% 81% 86%

Comparisons by Geography

Comparisons by Specialty

Comparisons Over Time

Database Composition

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3. RESULTS BY SURVEY VERSION

This section presents a summary of results for each CG-CAHPS survey version included in the 2016 CG-CAHPS Database. Results are presented in the form of bar charts that graphically show the distribution of scores for the core composites, individual question items, provider ratings, and supplemental composites where applicable. Users can compare their own results to the relevant bar charts in order to identify performance strengths as well as opportunities for improvement.

The bar charts are composed of colored segments that show the percentage of responses in each of the response categories. For questions and composites based on 4-point response scales (i.e., "always", "usually", "sometimes”, "never"), the left-most segment combines the two lowest response categories (i.e., "sometimes" and "never").

Results also are presented by State, urban/rural classification, and provider specialty for survey versions with sufficient data. Trend data for available years are presented for each version except for the Child Survey 3.0, since 2016 was the first year of data collection for this survey version.

All results presented in these charts are calculated at the respondent level. Survey results are presented in the following order:

As noted earlier, detailed results are available through the CG-CAHPS Database Online Reporting System at https://www.cahpsdatabase.ahrq.gov/CAHPSIDB/Public/CG/CG_About.aspx.

ADULT SURVEY 2.0 COMBINED

(Adult 12/6-Month Survey 2.0 with/without PCMH Items)

  Composite/Item
Never + SometimesUsuallyAlways


Scale
   N
Getting Timely Appointments, Care, and Information
15%27%58%
 117,945
Got appointment for urgent care as soon as needed
12%25%63%
    56,562
Got appointment for check-up or routine care as soon as needed
8%24%68%
    90,679
Got answer to phone question during regular office hours on same day
14%28%58%
    51,333
Got answer to phone question after hours as soon as needed
16%22%62%
    10,559
Saw provider within 15 minutes of appointment time
24%36%40%
  116,711

How Well Providers Communicate With Patients
5%14%81%
 118,031
Provider explained things clearly
4%13%83%
  117,110
Provider listened carefully
5%12%84%
  117,011
Provider gave easy to understand information on health questions or concerns
5%14%81%
    99,317
Provider knew important information about your medical history
7%20%73%
  116,349
Provider showed respect
4%9%87%
  117,247
Provider spent enough time
5%16%79%
  117,147

Helpful, Courteous, and Respectful Office Staff
6%17%77%
 116,672
Office staff was helpful
7%22%71%
  116,336
Office staff courteous and respectful
4%13%83%
  116,279





  Rating
0-67-89-10


Scale
   N
Rating of provider
6%17%77%
  116,471




  Composite/Item
NoYes


Scale
   N
Providers Pay Attention to Your Mental or Emotional Health (PCMH)
54%46%
  49,784
Provider asked if there was a period of time when respondent felt sad, empty, or depressed
45%55%
   49,167
Talked with provider about things causing worry or stress
51%49%
   49,316
Talked with provider about personal problem, family, alcohol or drug use
67%33%
   49,124

Providers Support You in Taking Care of Your Own Health (PCMH)
49%51%
  49,714
Provider talked about specific goals
36%64%
   49,165
Provider asked if there are things making it hard to take care of health
63%37%
   48,829




  
No + Not at allA little + SomeYes + A lot


Scale
   N
Providers Discuss Medication Decisions (PCMH)
11%27%62%
  25,876
Provider talked about reasons to take a medicine
2%35%63%
   25,622
Provider talked about reasons not to take a medicine
11%46%43%
   25,387
Provider asked what respondent thought was best regarding medicine
20%80%
   25,234




  Individual Items
Never + SometimesUsuallyAlways


Scale
   N
Days waited for an appointment for urgent care
4%25%71%
   24,506
Got needed care during evenings, weekends, or holidays
53%16%31%
     7,974
Provider was informed and up-to-date on care received from specialist
14%27%59%
   33,292
Provider’s office followed up with test results
14%15%71%
   91,520


  
NoYes


Scale
   N
Talked about prescription medicines at each visit
13%87%
   45,525
Provider's office gave information on what to do if care needed on evenings, weekends, or holidays
24%76%
   48,268
Got reminders from provider's office between visits
30%70%
   48,943




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Table 3. Comparison of Adult Survey 2.0 Combined Top-Box Scores by State*
State* Number of
Respondents		 Access Provider
Communication		 Office Staff Rating of
Provider
CAHPS DB Overall 118,444    58% 81% 77% 77%
Alabama 452    66% 83% 87% 87%
Arkansas 5,299    55% 80% 77% 77%
California 47,423    57% 79% 73% 73%
Colorado 6,663    53% 79% 75% 75%
Indiana 404    71% 85% 86% 89%
Kentucky 1,179    56% 80% 77% 78%
Maine 12,346    67% 86% 85% 85%
Michigan 1,194    59% 84% 80% 81%
Minnesota 3,270    60% 83% 83% 78%
New Jersey 6,123    59% 84% 77% 81%
New York 8,368    63% 85% 80% 82%
Ohio 6,483    60% 83% 80% 81%
Oklahoma 5,264    52% 77% 74% 73%
Oregon 6,920    51% 77% 76% 71%
Pennsylvania 5,266    62% 86% 82% 84%
Texas 858    70% 89% 91% 90%

* When reporting comparison scores by State, States with fewer than five practices and/or fewer than 300 completed surveys are not shown.



Table 4. Comparison of Adult Survey 2.0 Combined Top-Box Scores by Urban/Rural Classification*
Urban/Rural Classification Number of
Respondents		 Access Provider
Communication		 Office Staff Rating of
Provider
CAHPS DB Overall 118,444    58% 81% 77% 77%
Urban 55,254    59% 82% 79% 78%
Micropolitan 4,219    60% 82% 80% 79%
Small and Isolated Rural 6,415    62% 83% 82% 81%

*Urban/rural classifications based on Rural-Urban Commuting Area Codes, U. S. Department of Agriculture Economic Research Service & Federal Office of Rural Health Policy (2013).



Table 5. Comparison of Adult Survey 2.0 Combined Top-Box Scores by Specialty*
Urban/Rural Classification Number of
Respondents		 Access Provider
Communication		 Office Staff Rating of
Provider
CAHPS DB Overall 118,444    58% 81% 77% 77%
Allergy/Immunology 387    61% 80% 77% 71%
Cardiology 2,269    60% 83% 79% 79%
Dermatology 2,026    57% 77% 75% 69%
Endocrinology 871    55% 80% 72% 72%
Family Practice 19,310    55% 82% 74% 76%
Gastroenterology 1,305    52% 75% 70% 68%
Hematology/Oncology 8,555    68% 88% 89% 89%
Internal Medicine 11,545    57% 79% 74% 74%
Neurology 1,369    55% 75% 75% 69%
OB/GYN 5,445    59% 82% 74% 77%
Ophthalmology 2,476    60% 78% 74% 74%
Orthopedics 2,229    61% 82% 83% 81%
Radiology 817    55% 78% 73% 73%
Rheumatology 2,280    56% 75% 73% 70%
Surgery 2,084    64% 82% 78% 76%

* When reporting comparison scores by specialty, specialties with fewer than five practices and/or fewer than 300 completed surveys are not shown.

Figure 1. Adult Survey 2.0 Combined Top Box Scores: 2010-2016

Figure 1. Figure 1. Adult Survey 2.0 Combined Top Box Scores: 2010-2016

Line graph comparing Adult Survey 2.0 Combined Top box composite scores over time..

Table 6. Number of Adult CG-CAHPS Survey Respondents and Practice Sites, 2010-2016
Year (Version) Adult Survey 2.0 Combined
Number of
Practice Sites 		Number of
Respondents
  2016 (2.0) 850    118,444   
  2015 (2.0) 1,935    418,901   
  2014 (2.0) 2,291    457,418   
  2013 (2.0) 833    199,038   
  2012 (2.0) 286    100,527   
  2011 (1.0) 519    52,434   
  2010 (1.0) 234    41,834   

ADULT SURVEY 3.0 COMBINED

(Adult 6-Month Survey 3.0 with/without PCMH Items)

  Composite/Item
Never + SometimesUsuallyAlways


Scale
   N
Getting Timely Appointments, Care, and Information
10%22%67%
 115,104
Got appointment for urgent care as soon as needed
10%21%69%
    54,630
Got appointment for check-up or routine care as soon as needed
7%21%72%
    89,272
Got answer to phone question during regular office hours on same day
14%25%61%
    52,541

How Well Providers Communicate With Patients
3%9%88%
 135,897
Provider explained things clearly
4%10%86%
  134,263
Provider listened carefully
3%8%88%
  134,222
Provider showed respect
3%6%91%
  134,221
Provider spent enough time
4%11%85%
  133,502

Helpful, Courteous, and Respectful Office Staff
4%14%82%
 131,930
Office staff was helpful
6%18%76%
  130,758
Office staff courteous and respectful
3%10%88%
  130,761

Providers' Use of Information to Coordinate Patient Care
11%15%74%
 134,961
Provider knew important information about your medical history
6%16%79%
  133,086
Provider’s office followed up with test results
12%12%76%
    87,402
Talked about prescription medicines at each visit
17%16%67%
  106,729




  Rating
0-67-89-10


Scale
   N
Rating of provider
4%13%82%
  130,526




  Composite/Item
NoYes


Scale
   N
Talking with You About Taking Care of Your Own Health (PCMH)
48%52%
  41,803
Someone from provider's office talked with patient about specific health goals
38%62%
   41,155
Someone from provider's asked if there were things that made it hard for patient to take care of health
58%42%
   40,711




  Individual Items
NoYes


Scale
   N
Patient needed care during evenings, weekends or holidays
28%72%
   39,634
Patient saw a specialist for a particular health problem
47%53%
   41,324
Someone from provider's office talked about worrying/stressful aspects of patients life
49%51%
   41,166

  
Never + SometimesUsuallyAlways


Scale
   N
Provider was informed and up-to-date on care received from specialist
12%21%67%
   20,987


Table 7. Comparison of Adult Survey 3.0 Combined Top-Box Scores by State*
State Number of
Respondents		 Access Provider
Communication		 Office Staff Care
Coordination		 Rating of
Provider
CAHPS DB Overall 137,416    67% 88% 82% 74% 82%
California 29,355    66% 87% 83% 72% 82%
Maine 5,374    68% 88% 86% 73% 83%
Massachusetts 19,969    71% 89% 81% 75% 83%
Michigan 21,819    63% 85% 76% 70% 81%
Minnesota 24,699    67% 87% 84% 75% 81%
North Dakota 2,407    67% 87% 84% 76% 76%
Ohio 7,450    75% 93% 81% 81% 89%

*When reporting comparison scores by State, States with fewer than five practices and/or fewer than 300 completed surveys are not shown.



Table 8. Comparison of Adult Survey 3.0 Combined Top-Box Scores by Urban/Rural Classification*
Urban/Rural Classification Number of
Respondents		 Access Provider
Communication		 Office Staff Care
Coordination		 Rating of
Provider
CAHPS DB Overall 137,416    67% 88% 82% 74% 82%
Urban 110,171    68% 88% 82% 74% 83%
Micropolitan 10,538    67% 87% 85% 74% 82%
Small and Isolated Rural 16,074    67% 87% 84% 75% 81%

*Urban/rural classifications based on Rural-Urban Commuting Area Codes, U. S. Department of Agriculture Economic Research Service & Federal Office of Rural Health Policy (2013).

Table 9. Comparison of Adult Survey 3.0 Combined Top-Box Scores by Specialty*
Specialty Number of
Respondents		 Access Provider
Communication		 Office Staff Care
Coordination		 Rating of
Provider
CAHPS DB Overall 137,416    67% 88% 82% 74% 82%
Allergy/Immunology 441    66% 89% 86% 77% 80%
Cardiology 3,310    73% 90% 86% 76% 85%
Dermatology 2,587    70% 89% 85% 75% 82%
Endocrinology 1,833    69% 88% 85% 76% 82%
Family Practice 39,078    65% 88% 80% 74% 82%
Gastroenterology 1,928    63% 87% 82% 72% 79%
Hematology/Oncology 2,673    77% 89% 88% 78% 87%
Internal Medicine 18,542    66% 87% 80% 75% 82%
Neurology 3,574    59% 86% 78% 67% 78%
OB/GYN 4,598    72% 89% 80% 75% 82%
Ophthalmology 3,744    74% 85% 85% 71% 85%
Orthopedics 3,158    70% 85% 83% 71% 82%
Physical Medicine & Rehabilitation 453    62% 80% 79% 64% 73%
Podiatry 503    80% 89% 83% 69% 85%
Pulmonary Medicine 1,613    71% 91% 88% 75% 85%
Rheumatology 1,520    67% 90% 85% 77% 84%
Surgery 6,538    74% 88% 85% 73% 86%
Urology 1,623    68% 86% 83% 70% 83%

*When reporting comparison scores by specialty, specialties with fewer than five practices and/or fewer than 300 completed surveys are not shown.

Figure 2. Adult Survey 3.0 Combined Top Box Scores: 2015-2016

Figure 2. Adult Survey 3.0 Combined Top Box Scores: 2015-2016

Line graph comparing Adult Survey 3.0 Combined Top box composite scores over time.

Table 10. Number of Adult CG-CAHPS Survey Respondents and Practice Sites, 2015-2016
Year Adult Survey 3.0 Combined
Number of
Practice Sites 		Number of
Respondents
2016 656    137,416   
2015 157    24,937   

CHILD SURVEY 3.0 COMBINED

(Child 6-Month Survey 3.0 with/without PCMH Items)

  Composite/Item
Never + SometimesUsuallyAlways


Scale
   N
Getting Timely Appointments, Care, and Information
6%17%77%
  10,853
Got appointment for urgent care as soon as needed
6%16%78%
     5,795
Days waited for an appointment for check-up or routine care
6%20%75%
     8,597
Got answer to phone question during regular office hours on same day
6%16%78%
     4,956

How Well Providers Communicate With Patients
2%7%90%
  12,357
Provider explained things clearly
2%7%91%
   12,252
Provider listened carefully
2%7%91%
   12,259
Provider showed respect
2%5%93%
   12,230
Provider spent enough time
3%10%87%
   12,173

Helpful, Courteous, and Respectful Office Staff
4%16%80%
  11,969
Office staff was helpful
5%20%75%
   11,892
Office staff courteous and respectful
3%12%84%
   11,905

Providers' Use of Information to Coordinate Patient Care
8%11%81%
  12,212
Provider knew important information about your child's medical history
4%12%83%
   12,174
Provider’s office followed up with test results
11%9%80%
     4,330




  Rating
0-67-89-10


Scale
   N
Rating of provider
3%11%86%
   11,924




  Composite/Item
NoYes


Scale
   N
Provider’s Attention to your child’s growth and development (PCMH)
31%69%
  5,016
Spoke with provider's office about normal behaviors
25%75%
   4,981
Spoke with provider's office about child's growth
16%84%
   4,992
Spoke with provider's office about child's moods and emotions
36%64%
   4,986
Spoke with provider's office about child's ability to get along with others
45%55%
   4,944

Provider’s Advice on Keeping your child safe and healthy (PCMH)
32%68%
  5,010
Spoke with provider's office about ways to prevent injuries
40%60%
   4,972
Spoke with provider's office about child's diet
20%80%
   4,973
Spoke with provider's office about child's exercise
35%65%
   4,968




  Individual Items
NoYes


Scale
   N
Saw specialist
77%23%
   5,227
Got needed care during evenings, weekends, or holidays
18%82%
   5,104


  
Never + SometimesUsuallyAlways


Scale
   N
Provider was informed and up-to-date on care received from specialist
12%25%64%
   1,216


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APPENDIX A. CHARACTERISTICS OF THE 2016 CG-CAHPS DATABASE

When reviewing the CAHPS Clinician & Group (CG-CAHPS) Survey results, it is helpful as context to understand the types of practice sites that make up the comparative results for all versions of the survey. The CAHPS Database asked each submitter to provide information about their practices (i.e., “practice site characteristics”) along with their survey responses. It is important to note that participating practice sites voluntarily submit data to the CAHPS Database and therefore do not constitute a representative sample of all medical practices in the United States. However, users can compare their results to similar organizations using the reported practice site characteristics.

The practice site characteristics collected by the CAHPS Database include region, practice ownership and affiliation, and providers working per week. Survey completion mode was reported at the respondent level.

Database Composition

Table A-1 presents the number of practice sites and respondents by survey version included in the 2016 CG-CAHPS Database. Data collected with the Adult 2.0 version of the survey include surveys using the 6-month and 12-month reference period, as well as surveys that did or did not include PCMH supplemental items. In order to create the most comprehensive set of comparative results possible from the various 2.0 versions of CG-CAHPS that were submitted, results for the 6-month core survey results have been combined with the 12-month core survey results for versions with and without the PCMH supplemental items. Data collected with the 3.0 version used only the 6-month reference period, and these data combine results for versions with and without the 3.0 PCMH supplemental items.

Table A-1. Number of 2016 Respondents and Practice Sites by Reference Period and Survey Version
Survey Version 12-Month 6-Month Total
Number of Practice Sites Number of Respondents Number of Practice Sites Number of Respondents Number of Practice Sites Number of Respondents
Adult 2.0 186 52,505 98 10,643 284 63,148
Adult 2.0 PCMH 514 45,581 52 9,715 566 55,296
Total Adult 2.0 Combined 700 98,086 150 20,358 850 118,444
Adult 3.0 - - 356 91,659 356 91,659
Adult 3.0 PCMH - - 300 45,757 300 45,757
Total Adult 3.0 Combined - - 656 137,416 656 137,416
Child 3.0 - - 26 7,194 26 7,194
Child 3.0 PCMH - - 55 5,294 55 5,294
Total Child 3.0 Combined - - 81 12,488 81 12,488

Region

The distribution of regions is shown in Table A-2. Each version of the CG-CAHPS Survey reflects a different regional distribution and is not representative of the U.S. distribution. The largest concentration of practice sites for the Adult Survey 2.0 Combined was from the West. The largest concentration for the Adult 3.0 Combined survey was from the Midwest, and for Child Survey 3.0 Combined, most practice sites were from the Midwest. Practice sites were assigned to one of the four U.S. Census Bureau’s regions, based on the practice sites’ self-reported State and ZIP code information 1.


1 States are categorized into U.S. Census Bureau-defined regions as follows:
Northeast: CT, MA, ME, NH, NJ, NY, PA, PR, RI, VT
Midwest: IA, IL, IN, KS, MI, MN, MO, NE, ND, OH, SD, WI
West: AK, AZ, CA, CO, GU, HI, ID, MT, NM, NV, OR, UT, WA, WY
South: AL, AR, DC, DE, FL, GA, KY, LA, MD, MS, NC, OK, SC, TN, TX, VA, WV

Table A-2. Distribution of Practice Sites and Survey Respondents by Region
Region Number Adult 2.0 Combined Adult 3.0 Combined Child 3.0 Combined
Midwest Practice Sites 125 370 51
Respondents 11,351 57,838 4,822
Northeast Practice Sites 255 139 14
Respondents 32,459 25,343 1,596
South Practice Sites 166 2 5
Respondents 13,052 24,880 4,606
West Practice Sites 304 145 11
Respondents 61,582 29,355 1,464
Total Practice Sites 850 656 81
Respondents 118,444 137,416 12,488

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Practice Ownership and Affiliation

The distribution of the practice ownership and affiliation categories is shown in Table A-3. The largest number of practice sites across the survey versions was “Provider/Physician” followed by "Hospital/Health System." However, some of the categories are not mutually exclusive and could therefore misrepresent the true distribution among the practice sites included in the database.

Table A-3. Distribution of Practice Sites and Survey Respondents by Practice Site Ownership and Affiliation
Practice Ownership and Affiliation Number Adult 2.0 Combined Adult 3.0 Combined Child 3.0 Combined
Provider/Physician Practice Sites 257 232 47
Respondents 53,426 29,906 5,984
Hospital/Health System Practice Sites 85 257 21
Respondents 17,202 75,920 4,865
University/ Academic Med Center Practice Sites 0 145 11
Respondents 0 29,355 1,464
Community Health Center Practice Sites 6 8 0
Respondents 2,129 710 0
Other Practice Sites 502 14 2
Respondents 45,687 1,525 175
Total Practice Sites 850 656 81
Respondents 118,444 137,416 12,488

Providers Working per Week

As a proxy measure for practice size, the distribution of the number of providers working per week is shown in Table A-4. This information was self-reported at the practice-site level. Other than “missing,” most practice sites that submitted their data to the CAHPS Database have either 1 provider or 4 to 9 providers (e.g., doctors of medicine, doctors of osteopathic medicine, physician assistants, nurse practitioners, etc.) working during a typical week.

Table A-4. Distribution of Practice Sites and Survey Respondents by Number of Providers Working per Week
Number of Providers Working per Week Number Adult 2.0 Combined Adult 3.0 Combined Child 3.0 Combined
Missing Practice Sites 734 62 18
Respondents 106,096 34,268 4,963
1 provider Practice Sites 88 82 6
Respondents 7,489 3,789 321
2 - 3 providers Practice Sites 12 115 15
Respondents 1,099 12,233 1,053
4 - 9 providers Practice Sites 13 178 18
Respondents 1,690 28,132 3,104
10 - 13 providers Practice Sites 1 66 4
Respondents 196 12,717 249
14 - 19 providers Practice Sites 1 51 12
Respondents 243 12,490 925
More than 20 providers Practice Sites 1 102 8
Respondents 1,631 33,787 1,873
Total Practice Sites 850 565 81
Respondents 118,444 137,416 12,488

Survey Completion Mode

As shown in Table A-5, the vast majority of the surveys submitted to the CAHPS Database were completed by mail, followed by Phone and Web/Internet survey modes, respectively.

Table A-5. Distribution of Practice Sites and Survey Respondents by Survey Completion Mode
Survey Completion Mode Number Adult 2.0 Combined Adult 3.0 Combined Child 3.0 Combined
Mail Practice Sites 750 335 52
Respondents 89,652 64,591 7,726
Phone Practice Sites 169 300 12
Respondents 10,423 18,149 264
IVR Practice Sites 14 259 23
Respondents 3,160 45,291 2,547
Web/Internet Practice Sites 272 156 12
Respondents 14,954 9,384 1,614

APPENDIX B. LISTING OF COMPOSITES, RATINGS, AND INDIVIDUAL ITEMS BY SURVEY VERSION

The following tables present the question wording and response options for the composites, ratings, and individual items included in the Adult and Child versions of the CAHPS Clinician & Group Survey. Question numbers are shown for both the core versions as well as the versions with PCMH items included (core Q#/core plus PCMH Q#).

summary="Adult Survey 2.0 Combined">
Adult Survey 2.0 Combined
Getting Timely Appointments, Care, and Information (Access)
Q6 In the last 12/6 months, when you phoned this provider’s office to get an appointment for care you needed right away, how often did you get an appointment as soon as you needed? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q8/Q9 In the last 12/6 months, when you made an appointment for a check-up or routine care with this provider, how often did you get an appointment as soon as you needed?
Q10/Q14 In the last 12/6 months, when you phoned this provider’s office during regular office hours, how often did you get an answer to your medical question that same day?
Q12/Q16 In the last 12/6 months, when you phoned this provider’s office after regular office hours, how often did you get an answer to your medical question as soon as you needed?
Q13/Q18 Wait time includes time spent in the waiting room and exam room. In the last 12/6 months, how often did you see this provider within 15 minutes of your appointment time?
How Well Providers Communicate With Patients (Provider Communication)
Q14/Q19 In the last 12/6 months, how often did this provider explain things in a way that was easy to understand? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q15/Q20 In the last 12/6 months, how often did this provider listen carefully to you?
Q17/Q22 In the last 12/6 months, how often did this provider give you easy to understand information about these health questions or concerns?
Q18/Q23 In the last 12/6 months, how often did this provider seem to know the important information about your medical history?
Q19/Q24 In the last 12/6 months, how often did this provider show respect for what you had to say?
Q20/Q25 In the last 12/6 months, how often did this provider spend enough time with you?
Helpful, Courteous, and Respectful Office Staff
Q24/Q42 In the last 12/6 months, how often were clerks and receptionists at this provider’s office as helpful as you thought they should be? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q25/Q43 In the last 12/6 months, how often did clerks and receptionists at this provider’s office treat you with courtesy and respect?
Follow-up on Test Results
Q22/Q27 In the last 12/6 months, when this provider ordered a blood test, x-ray, or other test for you, how often did someone from this provider’s office to give you those results? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Rating of Provider
Q23/Q32 Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider? Response Options
  • 0-10
Providers Pay Attention to Your Mental or Emotional Health (PCMH)
Q39 In the last 12/6 months, did anyone in this provider’s office ask you if there was a period of time when you felt sad, empty, or depressed? Response Options
  • Yes
  • No
Q40 In the last 12/6 months, did you and anyone in this provider’s office talk about things in your life that worry you or cause you stress?
Q41 In the last 12/6 months, did you and anyone in this provider’s office talk about a personal problem, family problem, alcohol use, drug use, or a mental or emotional illness?
Providers Support You in Taking Care of Your Own Health (PCMH)
Q35 In the last 12/6 months, did anyone in this provider’s office talk with you about specific goals for your health? Response Options
  • Yes
  • No
Q36 In the last 12/6 months, did anyone in this provider’s office ask you if there are things that make it hard for you to take care of your health?
Providers Discuss Medication Decisions (PCMH)
Q29 When you talked about starting or stopping a prescription medicine, how much did this provider talk about the reasons you might want to take a medicine? Response Options
  • Not at all
  • A little
  • Some
  • A lot
Q30 When you talked about starting or stopping a prescription medicine, how much did this provider talk about the reasons you might not want to take a medicine?
Q31 When you talked about starting or stopping a prescription medicine, did this provider ask you what you thought was best for you? Response Options
  • Yes
  • No
Other Individual PCMH Items
Access to Care
Q7 In the last 12/6 months, how many days did you usually have to wait for an appointment when you needed care right away? Response Options
  • Same day
  • 1 day
  • 2 to 3 days
  • 4 to 7 days
  • More than 7 days
Q12 In the last 12/6 months, how often were you able to get the care you needed from this provider’s office during evenings, weekends, or holidays? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Attention to Care From Other Providers
Q34 In the last 12/6 months, how often did the provider named in Question 1 seem informed and up-to-date about the care you got from specialists? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q38 In the last 12/6 months, did you and anyone in this provider’s office talk at each visit about all the prescription medicines you were taking? Response Options
  • Yes
  • No
Information About Care and Appointments
Q10 Did this provider’s office give you information about what to do if you needed care during evenings, weekends, or holidays? Response Options
  • Yes
  • No
Q17 Some offices remind patients between visits about tests, treatment or appointments. In the last 12/6 months, did you get any reminders from this provider’s office between visits?

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Adult Survey 3.0 Combined
Getting Timely Appointments, Care, and Information (Access)
Q6 In the last 6 months, when you contacted this provider’s office to get an appointment for care you needed right away, how often did you get an appointment as soon as you needed? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q8 In the last 6 months, when you made an appointment for a check-up or routine care with this provider, how often did you get an appointment as soon as you needed?
Q10/Q11 In the last 6 months, when you contacted this provider’s office during regular office hours, how often did you get an answer to your medical question that same day?
How Well Providers Communicate With Patients (Provider Communication)
Q11/Q12 In the last 6 months, how often did this provider explain things in a way that was easy to understand? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q12/Q13 In the last 6 months, how often did this provider listen carefully to you?
Q14/Q15 In the last 6 months, how often did this provider show respect for what you had to say?
Q15/Q16 In the last 6 months, how often did this provider spend enough time with you?
Providers' Use of Information to Coordinate Patient Care (Care Coordination)
Q13/Q14 In the last 6 months, how often did this provider seem to know the important information about your medical history? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q17/Q18 In the last 6 months, when this provider ordered a blood test, x-ray, or other test for you, how often did someone from this provider’s office follow up to give you those results?
Q20/Q26 In the last 6 months, how often did you and someone from this provider’s office talk about all the prescription medicines you were taking?
Helpful, Courteous, and Respectful Office Staff (Office Staff)
Q21/Q27 In the last 6 months, how often were clerks and receptionists at this provider’s office as helpful as you thought they should be? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q22/Q28 In the last 6 months, how often did clerks and receptionists at this provider’s office treat you with courtesy and respect?
Rating of Provider
Q18/Q19 Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider? Response Options
  • 0-10
Talking with You About Taking Care of Your Own Health (PCMH)
Q22PCMH4 In the last 6 months, did anyone in this provider’s office talk with you about specific goals for your health? Response Options
  • Yes
  • No
Q23PCMH5 In the last 6 months, did anyone in this provider’s office ask you if there are things that make it hard for you to take care of your health?
Other Individual PCMH Items
Access to Care
PCMH1 Did this provider’s office give you information about what to do if you needed care during evenings, weekends, or holidays? Response Options
  • Yes
  • No
Coordination of Care
PCMH2 Specialists are doctors like surgeons, heart doctors, allergy doctors, skin doctors, and other doctors who specialize in one area of health care. In the last 6 months, did you see a specialist for a particular health problem? Response Options
  • Yes
  • No
PCMH3 In the last 6 months, how often did the provider named in Question 1 seem informed and up-to-date about the care you got from specialists? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Comprehensiveness
PCMH6 In the last 6 months, did you and someone from this provider’s office talk about things in your life that worry you or cause you stress? Response Options
  • Yes
  • No


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Child Survey 3.0 Combined
Getting Timely Appointments, Care, and Information (Access)
Q13 In the last 12/6 months, when you phoned this provider’s office to get an appointment for care your child needed right away, how often did you get an appointment as soon as your child needed? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q15 In the last 12/6 months, when you made an appointment for a check-up or routine care for your child with this provider, how often did you get an appointment as soon as your child needed?
Q17/Q18 In the last 12/6 months, when you phoned this provider’s office during regular office hours, how often did you get an answer to your medical question that same day?
How Well Providers Communicate With Patients (Provider Communication)
Q18/Q19 In the last 6 months, how often did this provider explain things about your child’s health in a way that was easy to understand? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q19/Q20 In the last 6 months, how often did this provider listen carefully to you?
Q21/Q22 In the last 6 months, how often did this provider show respect for what you had to say?
Q22/Q23 In the last 6 months, how often did this provider spend enough time with your child?
Helpful, Courteous, and Respectful Office Staff (Office Staff)
Q26/Q36 In the last 6 months, how often were clerks and receptionists at this provider’s office as helpful as you thought they should be? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q27/Q37 In the last 6 months, how often did clerks and receptionists at this provider’s office treat you with courtesy and respect?
Providers' Use of Information to Coordinate Patient Care (Care Coordination)
Q20/Q21 In the last 6 months, how often did this provider seem to know the important information about your child’s medical history? Response Options
  • Never
  • Sometimes
  • Usually
  • Always
Q24/Q25 In the last 6 months, when this provider ordered a blood test, x-ray, or other test for your child, how often did someone from this provider’s office follow up to give you those results?
Rating of Provider
Q25/Q26 Using any number from 0 to 10, where 0 is the worst provider possible and 10 is the best provider possible, what number would you use to rate this provider? Response Options
  • 0-10
Provider’s Attention to Your Child’s Growth and Development (PCMH)
Q29PCMH4 In the last 6 months, did you and anyone in this provider’s office talk about the kinds of behaviors that are normal for your child at this age? Response Options
  • Yes
  • No
Q30PCMH5 In the last 6 months, did you and anyone in this provider’s office talk about how your child’s body is growing?
Q31 PCMH6 In the last 6 months, did you and anyone in this provider’s office talk about your child’s moods and emotions?
Q35 PCMH10 In the last 6 months, did you and anyone in this provider’s office talk about how your child gets along with others?
Provider’s Advice on Keeping Your Child Safe and Healthy (PCMH)
Q32 PCMH7 In the last 12/6 months, did you and anyone in this provider’s office talk about things you can do to keep your child from getting injured? Response Options
  • Yes
  • No
Q33 PCMH8 In the last 12/6 months, did you and anyone in this provider’s office talk about how much or what kind of food your child eats?
Q34 PCMH9 In the last 12/6 months, did you and anyone in this provider’s office talk about how much or what kind of exercise your child gets?
Other Individual PCMH Items
Access Care
PCMH1 Did this provider’s office give you information about what to do if your child needed care during evenings, weekends, or holidays? Response Options
  • Yes
  • No
Care Coordination
PCMH2 Specialists are doctors like surgeons, heart doctors, allergy doctors, skin doctors, and other doctors who specialize in one area of health care. In the last 6 months, did your child see a specialist for a particular health problem?

Response Options
  • Yes
  • No
PCMH3 In the last 6 months, how often did the provider named in Question 1 seem informed and up-to-date about the care your child got from specialists? Response Options
  • Never
  • Sometimes
  • Usually
  • Always

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