TRICARE Users Consumer Watch North Quarter 3 FY 2017

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1 Inside Consumer Watch TRICARE Consumer Watch is a rief summary of what TRICARE users in your region say aout their healthcare. Data are taken from the Health Survey of DoD Beneficiaries (HCSDB). The HCSDB includes questions from the Consumer Assessment of Healthcare Providers and Systems (CAHPS), a survey designed to help consumers choose among health plans. The survey for quarter four of 216 was canceled. Benchmark data, from the National Committee for Quality Assurance (NCQA) for 215, are used in calculating enchmarks. Rates differing significantly from the enchmark are in italics and shown in red or green. 4 2 ᵇ 62ᵇ 57ᵇ Figure 1: Health Rating Direct TRICARE Users Consumer Watch North Quarter Defense Health Cost Assessment & Program Evaluation Figures 1 through 4 show the proportion of Prime enrollees with a military PCM (direct care), or enrolled to a civilian PCM, or using Standard/Extra for most of their care in the past year (purchased care) who respond 8 or aove when asked to give a rating on a to 1 scale ( is ad, and 1 is good), for Health, Health Plan, Personal Doctor, or the Specialist they see most often. Rates are adjusted for age and health status Figure 2: Health Plan Rating 62 64ᵃ 65 66ᵃ 68ᵃ Direct 7ᵇ 67ᵇ 76ᵇ Source: Health Survey of DoD Beneficiaries 71 Figure 3: Personal Provider Rating Direct ᵇ 75ᵇ Health Topics Health Topics scores average together results for related questions. Each score is the percentage who usually or always got treatment they wanted. Asterisks show values significantly different from the enchmark (p <.5). Figure 5 presents the composites Getting needed care. Scores are ased on patients prolems getting referrals and approvals and getting needed treatment Figure 4: Specialist Rating 84 Direct Figure 5: Getting Needed

2 North Quarter Getting care quickly shown in Figure 6 scores concern how long patients wait for an appointment or wait in the doctor s office Figure 6: Getting Quickly 84 Figure 8 shows Customer service scores, which concern patients aility to get information aout their health plan Figure 9: Claims Processing a Claims processing scores in Figure 9 are ased on the timeliness and correctness of plan s claims handling. Preventive The preventive care tale compares TRICARE users rates for diagnostic screening tests and smoking and toacco use cessation with goals from Healthy People 22, a government initiative to improve Americans health y preventing illness Scores in Figure 7, Doctor s communication are ased on whether the doctor spends enough time with patients, treats them respectfully and answers their questions Figure 7: Doctors' Communication 16 Figure 8: Customer Service 16 Type of Preventive Qtr Qtr Qtr Qtr Mammography (w omen >= 4) Direct ᵃ 82 (383) (218) Pap Smear (w omen >= 18) Direct - 83ᵇ 88ᵇ 83ᵇ (697) ᵇ 75ᵇ (378) Hypertension Screen (adults) Direct ᵇ (1,6) - 98ᵃ 99ᵃ 89 (561) Prenatal (in 1st trimester) Direct - 93ᵃ 88ᵃ 91ᵃ (59) ᵃ (4) Percent Not Oese (adults) Direct - 77ᵃ 78ᵃ ᵃ (1,515) (525) Non-Smokers (adults) Direct ᵃ (1,556) - 93ᵃ 94ᵃ 91 (542) Counseled to Quit (adults) Direct - 75 (211) (53) ᵃNumers in green significantly exceed the Healthy People 22 goal (p<.5). ᵇNumers in red significantly fall short of the Healthy People 22 goal (p<.5). The numer of responding eneficiaries for each type of care is in parentheses. He a lthy Pe ople 2 2 Goa l

3 Figure 1: Health Rating Qtr/Yr/Benchmark Direct Benchmark Figure 2: Health Plan Rating Qtr/Yr/Benchmark Direct Benchmark a 66 a a Figure 3: Personal Provider Rating Qtr/Yr/Benchmark Direct Benchmark Figure 4: Specialist Rating Qtr/Yr/Benchmark Direct Benchmark

4 Figure 5: Getting Needed Qtr/Yr Benchmark Direct Figure 6: Getting Quickly Qtr/Yr Benchmark Direct Figure 7: Doctors Communication Qtr/Yr Benchmark Direct

5 Figure 8: Customer Service Qtr/Yr Benchmark Direct Figure 9: Claims Processing Qtr/Yr Benchmark Direct a

6 Preventive Type of Qtr Qtr Qtr Qtr Healthy People 22 Goal Mammography (women >= 4): Direct a 82 (383) 81 Mammography (women >= 4): (218) 81 Pap Smear (women >= 18): Direct (697) 93 Pap Smear (women >= 18): (378) 93 Hypertension Screen (adults): Direct (16) Hypertension Screen (adults): - 98 a 99 a 89 (561) Prenatal (in 1st trimester): Direct - 93 a 88 a 91 a (59) 78 Prenatal (in 1st trimester): a (4) 78 Percent Not Oese (adults): Direct - 77 a 78 a a (1515) 69 Percent Not Oese (adults): (525) 69 Non-Smokers (adults): Direct a (1556) 88 Non-Smokers (adults): - 93 a 94 a 91 (542) 88 Counseled to Quit (adults): Direct - 75 (211) - Counseled to Quit (adults): (53) - a.numers in green significantly exceed the Healthy People 22 goal (p<.5)..numers in red significantly fall short of the Healthy People 22 goal (p<.5). The numer of responding eneficiaries for each type of care is in parentheses.