The Louisiana Department of Health (LDH) requires quality assessment and improvement activities to ensure that Healthy Louisiana Medicaid managed care organization (MCO) enrollees receive high-quality healthcare services (42 CFR Part 438). These activities include surveys of enrollees’ experience with health care. Survey results provide important feedback on MCO performance, which is used to identify opportunities for continuous improvement in the care and services provided to members.

The Experience of Care reports present data collected during the 2020 Consumer Assessment of Healthcare Providers and Systems (CAHPS)® administration to child and adult MCO enrollees.  The standardized survey instruments administered in 2020 were the CAHPS 5.0H Child and Adult Medicaid Plan Surveys.  CAHPS® survey questions ask about experiences in a variety of areas. Results presented in Experience of Care reports include three global ratings: rating of health plan, rating of all healthcare, and rating of personal doctor, as well as individual survey responses for the following domains: Health Plan Ratings, Access to Care, Experience of Care, and Health Status.