How Do Oregonians Rate Their CCO?

July 24, 2015 Download PDF

Oregon consumers have rated all Coordinated Care Organizations (CCOs), the centerpiece of the state’s health care “transformation.” The scores, largely unpublished until now, shed light on how well CCOs are improving the quality of health care, a key goal of Oregon’s health reform efforts. This report provides a one-page summary of ratings for each of the state’s 16 CCOs.

The information in this report comes from the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey, fielded just as Oregon was expanding its Medicaid program — the Oregon Health Plan — to more adults. CAHPS probes members’ actual experience of care, making it a more objective source of information than a typical customer satisfaction survey.

Assessing consumers’ care experience is important. Positive patient experiences are associated with better health outcomes. Patients, particularly those with chronic conditions, are more likely to follow treatment plans when they feel they are receiving quality care. Since the success of Oregon’s health reform efforts rely in part on better managing costly conditions, measuring and improving patients’ experience is vital.

Despite its value, Oregonians’ care experiences play a minor role in official CCO accountability structures. Among 17 metrics that determine incentive payments, two are CAHPS measures. Among 44 CCO performance metrics recently reported by the Oregon Health Authority, just three are from the CAHPS survey.

Download the full report, with one-page summaries for each of the 16 CCOs (PDF).