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Medical Care Research and Review
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The Impact of a CAHPS Report on Employee Knowledge, Beliefs, and Decisions

Judith H. Hibbard

University of Oregon

Nancy Berkman

Research Triangle Institute

Lauren A. McCormack

Research Triangle Institute

Elizabeth Jael

Research Triangle Institute

As comparative health plan performance data become more available, large employers are increasingly interested in knowing about the value in providing this information to employees to help them choose a plan. The purpose of this study is to empirically examine some of the key assumptions about how disseminating Consumer Assessment of Health Plans Study (CAHPS) report cards may influence employee knowledge, attitudes, and choice. The study used a quasi-experimental design, with preintervention and postintervention interviews with 958 employees. The findings indicate that exposure to the reports is related to having more information on how well the different plans perform on the CAHPS reporting categories. Furthermore, those who saw the report perceive the reporting categories to be more important in health plan choice than those who did not. Finally, the findings show that those who saw the report are more influenced by information sent by their employer than those who did not see the report.

Medical Care Research and Review, Vol. 59, No. 1, 104-116 (2002)
DOI: 10.1177/107755870205900106
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