Domains of Quality: Patient Centered

The Institute of Medicine (IOM) considers patient centered care to be one of the six domains of healthcare quality. The IOM defines patient centered as providing care that is respectful or responsive to individuals’ needs and avoiding waits and potentially harmful delays. Patient centered data is generally obtained through member surveys designed to collect information on perceptions of care.

The OPA Report Card includes patient centered data on HMOs from the CAHPS survey, which we call Members Rate HMO. CAHPS stands for Consumer Assessment of Healthcare Providers and Systems (CAHPS). CAHPS is a series of standardized nationwide surveys that assesses consumer health care experiences. It also captures member variables include self-reported health status, age, gender, education, race, and ethnicity. CAHPS allows you to compare access to services, member satisfaction, and demographic and health status information.

Member satisfaction on CAHPS does not necessarily correlate with quality of care on clinical effectiveness measures such as HEDIS. Additional information on CAHPS is available at

The OPA Report Card also includes patient centered data on physician groups from the PAS survey (internal link to PAS survey data). PAS stands for Patient Assessment Survey. PAS is sponsored by the California Collaborative Healthcare Reporting Initiative (CCHRI). PAS measures patient experience at the physician group level. The publicly-reported results are used by physician groups for quality improvement, by consumers for physician group selection, and by health plans for determining quality-based payments through the Pay for Performance initiative. Any California provider group that serves adult commercial HMO and POS enrollees is eligible to participate in PAS. Additional information is available at