How consumer assessments of managed care vary within and among markets

This study investigated the extent to which the Consumer Assessments of Hea lth Plans Survey (CAHPS(R)) distinguishes performance of Medicare managed c are (MMC) health plans. Results indicate that CAHPS ratings and report comp osites distinguish among plans both nationally and within markets. Global r atings of a health plan and reports on customer services varied strongly at the individual plan level, with smaller effects seen at regional and Metro politan Statistical Area (MSA) levels. Ratings of doctors and health care, and reports on experiences in the doctor's office varied more among regions and among MSAs than among plans within the same MSA. These patterns are co nsonant with our hypotheses about the determinants of these ratings: custom er service is a distinct plan function, but medical services are provided b y networks that often overlap for plans in the same area. We conclude that the CAHPS-MMC survey can inform consumers choosing among plans as well as p olicymakers and researchers.