Qualified Health Plan Enrollee Experience Survey System
Understanding consumer experience is important in improving quality and performance. The Patient Protection and Affordable Care Act requires a system for measuring the experience of enrollees in qualified health plans (QHPs) offered on the Health Insurance Exchanges.
The Centers for Medicare & Medicaid Services (CMS) established the QHP Enrollee Experience Survey to provide actionable information to QHP issuers that offer health plans, as well as provide comparable and useful information to consumers about the quality of healthcare services and enrollee experience with QHPs created under the Affordable Care Act. The QHP Enrollee Survey measures important topics including enrollees’ access to health care, access to health information, care coordination, plan administration, and prevention.
Through this project, AIR supports CMS in its goals for measuring enrollee experience. From 2012 to 2017, AIR designed, tested, and implemented all aspects of the QHP Enrollee Survey. AIR reassumed work on the QHP Enrollee Survey in 2022. Under direction from CMS, our researchers oversee the continued implementation of the survey. AIR:
- Oversees the survey vendors that administer the surveys on behalf of the QHP issuers;
- Develops technical specifications for data collection and collects data through the QHP Enrollee Survey website;
- Conducts data analyses and score calculation for reporting to QHP issuers and the states;
- Develops refinements to the QHP Enrollee Survey instrument and protocols;
- Gathers feedback on survey refinements through focus groups and cognitive testing;
- Convenes a Technical Expert Panel of stakeholders to guide the work; and
- Conducts select statistical analyses focused on policy issues.
