Consumer surveys of health plan performance: a comparison of content and approach and a look to the future

The Joint Commission Journal on Quality Improvement
H M Allen, W H Rogers

Abstract

Escalating demand in the market-place for consumer-supplied data on health plan performance has led to a growing number of competing survey instruments. Many of them offer distinct perspectives on what concepts should be measured and how they should be measured. The principal user groups of this information-purchasers, consumers, and health plans-face an increasingly complex decision when choosing between instruments. Many of the differences between surveys arise because the three user groups apply survey results for different purposes. At the same time, a standardized instrument would provide the three user groups more information and context. A dialectic process between these two dynamics is guiding the exchange between survey developers and users and is resulting in slow if somewhat unsteady progress toward consensus on common core content across user groups. This article seeks to promote public debate on the content and approach of consumer surveys of plan performance, a task that is separate from comparative empirical testing. Six instruments are described-the Consumer Satisfaction Survey, Employee Health Care Value Survey, Health Plan Value Check, Adult Health Care Survey, Annual Member Health Care Survey-Version 1.0, and...Continue Reading

References

Jan 1, 1994·Health Affairs·H M AllenF Bastien
Dec 12, 1982·Evaluation and Program Planning·J E WareA R Davies

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Citations

Jul 1, 1997·Health Affairs·H M Allen, W H Rogers
Jan 7, 1998·Health Services Management Research : an Official Journal of the Association of University Programs in Health Administration·S G LeggatH Bilodeau

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