1. Strategic Reports on Consumer Reported Surveys Tuesday, June 19, 2007 10:45 a.m. – 11:15 a.m. Peggy Ketterer, RN, BSN, CHCA Executive Director, EQRO Services

2. HSAG is required to:  report on approaches that can be used to improve the CAHPS and mental health consumer satisfaction surveys in the future  report on alternate scoring methods and implications of the various approaches to consumer satisfaction surveys. Report shall include findings from the various approaches by MCO and by respondent-reported race-ethnicity  report of recommendations to improve the scoring algorithm specified in section 20.12.2 of the HMO contract Contract Requirements

3. report on approaches that can be used to improve the CAHPS and mental health consumer satisfaction surveys in the future report on alternate scoring methods and implications of the various approaches to consumer satisfaction surveys report of recommendations to improve the scoring algorithm specified in section 20.12.2 of the HMO contract 2006-2007 Approaches to Improving Consumer Satisfaction Surveys Report 2006-2007 HMO Consumer Satisfaction Surveys Alternate Scoring Methods Report

4. Customer Satisfaction

5. 2006-2007 Approaches to Improving Consumer Satisfaction Surveys Report

6. Approaches to Improving Report MCOs HMOs PSNs PMHPs NHDPs

7. Approaches to Improving Report MCOs PSNs PMHPs NHDPs HMOs AMERIGROUP Florida, Inc. Citrus Health Care, Inc. Healthy Palm Beaches Humana Family c/o Humana Medical Plan, Inc. Jackson Memorial Health Plan Preferred Medical Plan, Inc. United Healthcare of Florida, Inc.—AmeriChoice VISTA Healthplan, Inc.—Buena Vista Medicaid VISTA Healthplan, Inc.—Vista South Florida WellCare Health Plans, Inc.—Healthease of Florida, Inc. WellCare Health Plans, Inc.—Staywell of Florida, Inc.

8. Approaches to Improving Report MCOs PSNs PMHPs NHDPs HMOs South Florida Community Care Network

9. Approaches to Improving Report MCOs PSNs PMHPs NHDPs HMOs Access Behavioral Health Florida Health Partners

10. Approaches to Improving Report MCOs PSNs PMHPs NHDPs HMOs American Eldercare, Inc. America’s Health Choice Medical Plan, Inc. AMERIGROUP Florida, Inc. Citrus Health Care, Inc. Evercare Health and Home Connection Hope of Southwest Florida, Inc. Little Havana Activities and Nutrition Centers, Inc. Neighborly Care Network United Home Care Services Universal Health Care, Inc. VISTA Health Plan, Inc.

11. 2006-2007 HMO Consumer Satisfaction Surveys Alternate Scoring Methods Report

12. Alternate Scoring Methods Report MCOs PSNs PMHPs NHDPs HMOs AMERIGROUP Florida, Inc. Citrus Health Care, Inc. Healthy Palm Beaches Humana Family c/o Humana Medical Plan, Inc. Jackson Memorial Health Plan Preferred Medical Plan, Inc. United Healthcare of Florida, Inc.—AmeriChoice VISTA Healthplan, Inc.—Buena Vista Medicaid VISTA Healthplan, Inc.—Vista South Florida WellCare Health Plans, Inc.—Healthease of Florida, Inc. WellCare Health Plans, Inc.—Staywell of Florida, Inc.

13. Differentiation of HMO performance using a half a standard deviation is typically too small of a difference to be meaningful. For some of the measures, perceived differences in plan performance were no longer statistically significant when taking into account differences in case mix. Conversely, for some of the measures, HMOs identified has having performed equivalent to the state average actually performed significantly better than the state average after adjusting for differences in case mix. Key Findings

14. HSAG presented recommendations to AHCA within the reports produced for this task. These recommendations will be reviewed and considered for implementation by AHCA. Recommendations

15. Questions and Answers