# Presentation: 243828

## National Survey on                                          Americans as Health Care Consumers:                    An Update on The Role of Quality Information

**The Kaiser Family Foundation/Agency for Health Care Research and Quality**

**Highlights and Chartpack **

**National Survey on                                          Americans as Health Care Consumers:                    An Update on The Role of Quality Information**

**December 2000**

**Notes:**
Highlights and Chartpack

The Kaiser Family Foundations/Agency for Healthcare Research and Quality
National Survey on Americans as Health Care Consumers:
An Update on the Role of Quality Information

December 2000

## Charts 

**Charts **

**Notes:**
Charts

## What is Important in Choosing a Health Plan

**Having a health plan that provides a high quality of health care**
**   ****Having a wide range of benefits or a particular benefit you need**
**Keeping costs of coverage low**
**                                   ****Having a plan that offers a wide choice of doctors**

**1996**

**2000**

**Percent saying “very important” in a health plan**

**Chart 1**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**When forced to choose, the percent saying “most important”**

- * Don’t know not shown

**Notes:**
Chart 1: What is important in choosing a health plan, 2000 and 1996. When forced to choose, the percent saying “most important”:

Having a health plan that provides high quality of care, 2000, 44%; 1996, 42%
Keeping costs of coverage low, 2000, 18%; 1996, 17%
Having a wide range of benefits or a particular benefit you need, 2000, 17 %; 1996, 14%
Having a plan that offers a wide choice of doctors, 2000, 15%; 1996, 17%

Percent saying “very important” in a health plan:

Having a health plan that provides high quality of care, 2000, 87%; 1996, 91%
Keeping costs of coverage low, 2000, 74%; 1996, 81%
Having a wide range of benefits or a particular benefit you need, 2000, 76%; 1996, 81%
Having a plan that offers a wide choice of doctors, 2000, 70%; 1996, 74%

## Differences in Quality

**1996**

**2000**

**Percent who say there are “big differences” in the quality of care among...**

**Differences in Quality**

**               ****Health plans that offer coverage in your area**
**Local hospitals where you live**
**Local nursing homes where you live**
**Doctors in your area who are specialists, such as orthopedists, allergists and those who treat heart problems**
**Family doctors, general practitioners and other primary care doctors in your area**

**N/A**

**Chart 2**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 2: Differences in quality. Percent who say there are big differences in quality among:

Health plans that offer coverage in your area: 2000, 55%; 1996, 47%
Local hospitals where you live: 2000, 47%; 1996, 38%
Local nursing home where you live: 2000, 45%; 1996, NA
Doctors in your area who are specialists, such as orthopedists, allergists, and those who treat heart problems: 2000, 42%; 1996, 28%
Family doctors, general practitioners, and other primary care doctors in your area: 2000, 40; 1996, 37%

## What is Important in Quality of Care – Open-Ended Responses 

**Percent naming each as “most important” in determining the quality of health care patients receive...**

**What is Important in Quality of Care – Open-Ended Responses **

**Chart 3**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

- * Responses mentioned by less than 5% are not shown.

**Qualifications of a doctor**
**Ability to choose your own doctor**
**Patient/provider relationship**
**Insurance coverage of care and procedures**
**Affordability/cost**
**Availability of appointments**

**Notes:**
Chart 3: What is important in quality of care: Open-ended responses. Percent naming each as “most important” in determining the quality of health care patients receive:

People mentioned the qualifications of doctors (22%), followed by ability to choose your own doctor (7%), the patient/provider relationship (7%), insurance coverage of care and procedures (6%), affordability/cost (5%), and availability of appointments (5%). 

## Doctor Quality

**Percent saying each would tell them “a lot” about the quality of a doctor...**

**Doctor Quality**

**How many malpractice suits a doctor has had filed against him or her**
**How many times a doctor has done a specific medical procedure**
**Whether a doctor is board certified**
**How patients surveyed rate how well the doctor communicates**
** **
**Whether a doctor has admission privileges to send patients to a particular local hospital**
**Whether a doctor attended a well-known medical school or training program**
**Whether a doctor has been highly rated by a government or independent agency**
**Whether a doctor has been rated “the best” by a local newspaper or magazine**
**             ****Whether a doctor charges more than others do**

**Chart 4**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 4: Doctor quality. Percent saying each would tell them “a lot” about the quality of a doctor...

How many malpractice suits a doctor has had filed against him or her: 70%
How many times a doctor has done a specific medical procedure: 65%
Whether a doctor is board certified: 63%
How patients surveyed rate how well the doctor communicates: 57%
Whether a doctor has admission privileges to send patients to a particular local hospital: 37%
Whether a doctor attended a well-known medical school or training program, 36%
Whether a doctor has been highly rated by a government or independent agency: 36%
Whether a doctor has been rated the best by a local newspaper or magazine: 26%
Whether a doctor charges more than others do: 19%

## Hospital Quality

**Percent who say each tells “a lot” about the quality of hospitals**

**Hospital Quality**

**           ****Reports of medical errors or mistakes that lead to harm for patients**
**How much experience the hospital has in performing a particular test or surgery**
**            ****The number of doctors at the hospital who are board certified**
**                        ****How many patients die after having surgery**
**           ****The number of patients who do not get standard recommended treatments, such as aspirin after a heart attack**
**               ****How patients surveyed rate the quality of care**
**       ****Whether the hospital has passed an independent review and been accredited**
**  ****Whether it is a teaching hospital**
**Whether it has been rated “the best” by a local newspaper or magazine**

**Chart 5**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 5: Hospital quality. Percent who say each tells “a lot” about the quality of hospitals

Reports of medical errors or mistakes that lead to harm for patients: 69%
How much experience the hospital has in performing a particular test or surgery: 66%
The number of doctors at the hospital who are board certified: 58%
How many patients die after having surgery: 57%
The number of patients who do not get standard recommended treatments, such as aspirin after heart attack: 51%
How patients surveyed rate the quality of care: 50%
Whether the hospital has passed an independent review and been accredited: 47%
Whether it is a teaching hospital: 44%
Whether is has been rated “the best” by a local newspaper or magazine: 29%

## Health Plan Quality– Resonates Most

**Percent who say each of the following tells them “a lot” about the quality of health plans**

**Health Plan Quality– Resonates Most**

**           ****The number of medical errors or mistakes by the plan’s doctors and hospitals**
** **
**The percentage of doctors in the plan who have had a complaint filed against them or lost  malpractice suits**
**Whether the plan has programs to help people with chronic illnesses**
**How easy it is for plan members to see specialists**
**The number of complaints flied by plan members against the health plan**
**How quickly patients can get to be seen by a doctor**
**The percentage of plan members who get preventive care**
**Whether the plan will help you find the care you need, such as the best place to get a particular surgery done**

**Chart 6**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 6: Health plan quality--resonates most. Percent who say each of the following tells them “a lot” about the quality of health plans

The number of medical errors or mistakes by the plans doctors and hospitals: 71%
The percentage of doctors in the plan who have had a complaint filed against them or lost malpractice suits: 67%
Whether the plan has programs to help people with chronic illnesses: 67%
How easy it is for plan members to see specialists: 66%
The number of complaints filed by plan members against the health plan: 65%
How quickly patients can get to be seen by a doctor: 64%
The percentage of plan members who get preventive care: 63%
Whether the plan will help you find the care you need, such as the best place to get a particular surgery done: 61%

## Other Indicators of Health Plan Quality (Continued)

**Percent who say each of the following tells them “a lot” about the quality of health plans**

**Other Indicators of Health Plan Quality (Continued)**

**           ****How easy it is for plan members to get the laboratory tests they need**
**The range of health benefits **
**What patients’ surveyed say about how well the plan’s  doctors communicate**
**How patients surveyed rate the quality of care**
**Turnover rates from doctors in the plan**
**How much the health plan costs**
**Whether the plan has passed a review and been accredited by an independent organization**
**What health improvement programs the plan offers or pays for**

**Chart 7**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 7. Other indicators of health plan quality (continued). Percent who say each of the following tells them “a lot” about the quality of health plans

How easy it is for plan members to get the laboratory tests they need: 60%
The range of health benefits: 60%
What patients surveyed say about how well the plan’s doctors communicate: 57%
How patients surveyed rate the quality of care: 55%
Turnover rates from doctors in the plan: 52%
How much the health plan costs: 42%
Whether the plan has passed a review and been accredited by an independent organization: 38%
What health improvement programs the plan offers or pays for: 34%

## Concerns About Experiencing an Error

**No**

**Yes**

**Don’t know/ Refused**

**In the past 12 months, have you personally suffered personal injury or harm that you feel resulted from a medical error?**

**Concerns About Experiencing an Error**

**                     ****When receiving health care in general**
**                          ****When going to a hospital for care**
**                   ****When going to a doctor’s office for care**
**                ****When filling a prescription at a pharmacy**
**               ****When flying on U.S. commercial airliners**
**         ****When eating food purchased at the supermarket**

**Percent who are “very concerned” about an error resulting in injury happening to them or their family...**

**Chart 8**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 8: Concerns about experiencing an error. 

Percent who are very concerned about an error resulting in injury happening to them or their family:

When receiving health care in general: 47%
When going to a hospital for care: 47%
When going to a doctor’s office for care: 40%
When filling a prescription at a pharmacy: 34%
When flying on U.S. commercial airliners: 32%
When eating food purchased at the supermarket: 30%

In the past 12 months have you personally suffered personal injury or harm that you feel resulted from a medical error?

No, 93%; Don’t know/refused, 1%; Yes, Remainder

## Confidence In Having Enough Information to Make the Right Choices

**Percent who say they were “very or somewhat confident” that they had enough information to make the right choices the last time they were...**

**Confidence In Having Enough Information to Make the Right Choices**

**“****Somewhat confident”**

**“****Very confident”**

**Choosing a doctor**
**Choosing a hospital**
** **
**Making decisions about treatment options or thinking about having a particular test or procedure**
**Making decisions about a prescription medicine that you’d never taken before**
**Choosing a health plan**

**Chart 9**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 9. Confidence in having enough information to make the right choices. Percent who say they were “very or somewhat confident” that they had enough information to make the right choices the last time they were:

Choosing a doctor: Very confident, 49%; somewhat confident, 39%
Choosing a hospital: Very confident, 47%; somewhat confident, 26%
Making decisions about treatment options or thinking about having a particular test or procedure: Very confident, 42%; somewhat confident, 39%
Making decisions about a prescription medicine that you’d never taken before: Very confident, 41%; somewhat confident, 38%
Choosing a health plan: Very confident, 35%; somewhat confident, 32%

## Influences on Doctor Choice

**If they had to choose a new doctor, the percent saying that ratings or recommendations from each would have “a lot” of influence on their choice...**

**Influences on Doctor Choice**

**Friends or family members**
** **
**Regular doctor or other individual doctors**
**Patients surveyed about the quality of care**
** **
**Employer **
**Groups of doctors**
**Consumer groups**
** **
**Government agencies**
**Newspapers or magazines**** **

**1996**

**2000**

**Chart 10**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 10: Influences on doctor choice. If they had to choose a new doctor, the percent saying that ratings or recommendations from each would have “a lot” of influence on their choice...

Friends or family members: 2000, 65%; 1996, 51%
Regular doctor or other individual doctors: 2000, 64%; 1996, 57%
Patients surveyed about the quality of care: 2000, 41%; 1996, 37%
Employer: 2000, 26%; 1996, 17%
Groups of doctors: 2000, 24%; 1996, 19%
Consumer groups: 2000, 16%; 1996, 13%
Government agencies: 2000, 14%; 1996, 7%
Newspapers or magazines: 2000, 7%; 1996, 7%

## Influences on Hospital Choice

**Influences on Hospital Choice**

**               ****Regular doctor or other individual doctors**
**Friends or family members **
**Patients surveyed about the quality of care**
**Groups of doctors like state medical societies**
**   **
**Employer**
**Consumer groups**
** **
**Government agencies**
**Newspapers or magazines**** **

**1996**

**2000**

**If they had to choose a hospital, the percent saying that ratings or recommendations from each would have “a lot” of influence on their choice...**

**Chart 11**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 11: Influences on hospital choice. If they had to choose a hospital, the percent saying that ratings or recommendations from each would have a “lot” of influence on their choice...

Regular doctor or other individual doctors: 2000, 64%; 1996, 63%
Friends or family members: 2000, 63%; 1996, 60%
Patients surveyed about the quality of care: 2000, 41%; 1996, 43%
Groups of doctors like state medical societies: 2000, 28%; 1996, 25%
Employer: 2000, 25%; 1996, 23%
Consumer groups: 2000, 18%; 1996, 19%
Government agencies: 2000, 15%; 1996, 9%
Newspapers or magazines: 2000, 12%; 1996, 9%

## Influences on Health Plan Choice

**Influences on Health Plan Choice**

**          ****Regular doctor or other individual doctors**
**     ****Friends or family members**
** **
**                   ****Patients surveyed about the quality of care**
**            ****Employer**
** **
**Groups of doctors**
** **
**Consumer groups**
**Government agencies**
**Newspapers or magazines**

**1996**

**2000**

**If they had to choose a new health plan, the percent saying that ratings or recommendations from each would have “a lot” of influence on their choice...**

**Chart 12**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 12: Influences on health plan choice. If they had to choose a new health plan, the percent saying that ratings or recommendations from each would have “a lot” of influence on their choice...

Regular doctor or other individual doctors: 2000, 60%; 1996, 59%
Friends or family members: 2000, 60%; 1996, 57%
Patients surveyed about the quality of care: 2000, 39%; 1996, 45%
Employer: 2000, 29%; 1996, 33%
Groups of doctors: 2000, 25%; 1996, 27%
Consumer groups: 2000, 16%; 1996, 25%
Government agencies: 2000, 13%; 1996, 12%
Newspapers or magazines: 2000, 8%; 1996, 11%

## Finding Quality Information

**Ask friends, family members, or co-workers**
**Ask a doctor, nurse or other health professional**
** **
**Contact someone at or refer to materials from someone at your health plan**
**Go online**
**Order a printed booklet**
**Contact a state agency**
**Call a toll-free number to hear recorded information**
**Refer to a section of a newspaper or magazine**

**Percent who say they would be “very likely” to do each to try to find information about quality**

**Finding Quality Information**

**Chart 13**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 13: Finding quality information.  Percent who say they would be “very likely” to do each to try to find information about quality.

Ask friends, family members, or co-workers: 70%
Ask a doctor, nurse or other health professional: 65%
Contact someone at or refer to materials from someone at your health plan: 37%
Go online: 28%
Order a printed booklet: 21%
Contact a state agency: 20%
Call a toll-free number to hear recorded information: 18%
Refer to a section of a newspaper or magazine: 17%

## Familiarity vs. Ratings

**Surgeon not seen before, but rated higher**

**Surgeon seen before, but not as well rated***

**Supposed you HAD TO CHOOSE between two surgeons...  **

**Familiarity vs. Ratings**

**Suppose you HAD TO CHOOSE between two different hospitals...**

**1996**

**2000**

**Hospital that is rated higher**

**Hospital that is familiar**

**Chart 14**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

- *Question wording was slightly different in 1996.

**Notes:**
Chart 14: Familiarity vs. ratings. 

Suppose you had to choose between two surgeons...

Surgeon not seen before, but not as well rated: 2000, 50%; 1996, 76%
Surgeon not seen before, but rated higher: 2000, 38%; 1996, 20%

Suppose you had to choose between two different hospitals...

Hospital that is familiar: 2000, 62%; 1996, 72%
Hospital that is rated higher: 2000, 32%; 1996, 25%

## Friends and Family vs. Expert Ratings

**Which comes closer to your view?**

**Friends and Family vs. Expert Ratings**

** ****The opinions of friends and family are a good source of information about health plans**
**Friends and family don’t have enough knowledge and experience to provide good information about health plans**

**1996**

**2000**

**      ****Plan recommended by friends and family **
**Plan more highly rated by experts**

**If the two plans cost the same, which would you be more likely to choose?**

**Chart 15**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

- * Don’t know not shown

**Notes:**
Chart 15: Friends and family vs. expert ratings.  

Which comes closer to your view?

The opinions of friends and family are a good source of information about health plans: 2000, 67%; 1996, 69%
Friends and family don’t have enough knowledge and experience to provide good information about health plans: 2000, 27%; 1996, 27%

If the two plans cost the same, which would you be more likely to choose?

Plan recommended by friends and family: 2000, 47%; 1996, 52%
Plan more highly rated by experts: 2000, 45%; 1996, 43%

## Employers as a Source of Information on Quality

**Which comes closer to your view...**

**Employers as a Source of Information on Quality**

** ****Employers are not a good source because their main concern is saving the company money on health benefits**
**Employers are a good source of information about the quality of different health plans because employers examine plans closely when deciding which ones to offer**

**1996**

**2000**

**Chart 16**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

- * Don’t know not shown

**Notes:**
Chart 16: Employers as a source of information on quality. Which comes closer to your view...

Employers are not a good source because their main concern is saving the company money on health benefits: 2000, 61%; 1996, 58%

Employers are a good source of information about the quality of different health plans because employers examine: 2000, 29%; 1996, 36%

## Used Quality Information

**Percent who say they’d use the information they saw comparing quality among...**

**Used Quality Information**

**Chart 17**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**1996**

**2000**

**              **
**Total Used Any**
**Health Plans**
**Hospitals**
**Doctors**

**Notes:**
Chart 17: Used quality information.  Percent who say they’d use the information they saw comparing quality among...

Total used any: 2000, 12%; 1996, 15%
Health plans: 2000,  9%; 1996, 12%
Hospitals: 2000, 4%; 1996, 6%
Doctors: 2000, 4%; 1996, 4%

## Saw Information Comparing Quality in the Past Year

**Saw any information**

**Didn’t see any information**

**1996**

**2000**

**Hospitals**

**Health Insurance Plans**

**Doctors**

**Specifically saw information comparing quality among...**

**Saw any information comparing quality...**

**Chart 18**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

- * Don’t know not shown

**Notes:**
Chart 18: Saw information comparing quality in the past year

Saw any information comparing quality...

Didn’t see any information: 2000, 73%; 1996, 61%
Saw any information: 2000, 27%; 1996, 39%

Specifically saw information comparing quality among...

Health insurance plans: 2000, 23%; 1996, 34%
Hospitals: 2000, 15%; 1996, 21%
Doctors: 2000, 9%; 1996, 11%

## Choice of Plans

**Percent who say...**

**Choice of Plans**

**Had choice**

**Chart 19**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Employer offers only one plan**

**Don’t know/Refused**

- * Based on those with employer-based health coverage

**Notes:**
Chart 19:  Choice of plans.  Percent who say...

Had choice:  55%
Employer offers only one plan: 41%
Don’t know/Refused: 4%

## Why People Didn’t Use Quality Information

**Percent who say each is a reason they didn’t use the information they saw about...**

**Why People Didn’t Use Quality Information**

**             ****You didn’t need to make any decisions at the time**
**    ****The information you saw about the quality wasn’t specific to your personal health conditions or concerns**
**                    ****Factors other than quality,    such as location or cost, were more important in your decision-making**
**The information you saw didn’t cover the specifics you need to know about**
** **
**The information you saw about the quality was confusing or difficult to understand**

**Hospitals**

**Doctors**

**Health Plans**

**Chart 20**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

## Would Information Comparing Quality Be Useful?

**Percent who say the information they saw comparing quality would be useful to someone making decisions about...**

**Would Information Comparing Quality Be Useful?**

**Health Insurance Plans**
**Doctors**
**Hospitals**

**1996**

**2000**

**Chart 21**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 21: Would information comparing quality be useful? Percent who say the information they saw comparing quality would be useful to someone making decisions about...

Health insurance plans: 2000, 87%; 1996, 87%
Doctors: 2000, 86%; 1996, 86%
Hospitals: 2000, 85%: 1996, 83%

## Government Involvement in Ensuring Quality

**Government Involvement in Ensuring Quality**

**Work directly with providers to improve quality**

**Other/Don’t know /Refused**

**Just make sure information is available**

**Penalize providers that fail to meet standards**

**Chart 22**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Yes - 63%**

**No**

**No Opinion**

**Notes:**
Chart 22: Government involvement in ensuring quality. 

Yes 63%:
Work directly with providers to improve quality; 28%
Penalize providers that fail to meet standards; 21% 
Just make sure information is available; 12%
Other/Don’t know /Refused; 2%

No 30%

No Opinion 7%

## Medical Errors

**Reporting of serious medical errors should be done on a VOLUNTARY basis to ensure the personal privacy of patients/staff involved**

**The government should REQUIRE health care providers to report all serious medical errors to make sure this information is publicly available **

**Don’t know/Refused**

**Which comes closer to your views on how medical errors that result in serious injury or harm should be handled?**

**Medical Errors**

**Chart 23**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart23: Medical errors. Which comes closer to your views on how medical errors  that result in serious injury or harm should be handled?

The government should require health care providers to report all serious medical errors to make sure this information is publicly available: 73%
Reporting of serious medical errors should be done on a voluntary basis to ensure the personal privacy of patients/staff involved:  21%
Don’t know/refused: 6%

## Special Topics

**Notes:**
Special topics

## Quality Information and The Internet

**Chart 24**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**   ****People who have seen quality information over the Internet  **
**   ****Say they would be “very likely” to go online to get quality information**

**7%**
**28%**

| A lot | 9% |
| --- | --- |
| Somewhat | 31% |
| Not too much | 13% |
| Not at all | 32% |

- * Don’t know not shown

_**Trust**_
**Trust health websites to provide accurate information about prescription drugs ...**

**Notes:**
Chart 24: Quality information and the internet

People who have seen quality information over the Internet: 7%
Say they would be “very likely” to go online to get quality information: 28%

Trust health websites to provide accurate information about prescription drugs...

A lot: 9%
Somewhat: 31%
Not too much: 13%
Not at all: 32%

## Trust in Sources of Information About  Prescription Drugs

**Percent who say they trust each of the following sources “a lot” to provide accurate information about prescription drugs**

**Trust in Sources of Information About  Prescription Drugs**

**           ****Your doctor**
**Your pharmacist**
**The printed information included in the packages of prescription medicine**
**Government agencies **
**Health websites on the Internet**
**Advertisements for prescription medicines**

**Chart 25**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 25: Trust in sources of information about prescription drugs. Percent who say they trust each of the following sources “a lot” to provide accurate information about prescription drugs.

Your doctor: 76%
Your pharmacist: 70%
The printed information included in the packages of prescription medicine: 48%
Government agencies: 37%
Health websites on the Internet: 9%
Advertisements for prescription: 6%

## Seniors

**Seniors**

**Chart 26**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 26: Seniors. The survey compared 338 seniors with 1,647 persons under age 65
Would choose a health plan recommended highly by friends: seniors, 51%; under age 65, 44%
Would choose a health plan recommended highly by experts: seniors, 37%, under age of 65, 49%
Say friends or family members would have “a lot” of influence on their choice of:
Doctors: seniors, 57%; under age of 65, 44%
Hospitals: seniors, 48%; under age of 65, 66%
Health plans: seniors, 46%; under age of 65, 63%
Say they felt “very confident” that they had enough information to make the right choices the last time they had to choose a :
Doctor: seniors, 62%; under the age of 65, 46%
Hospital: seniors, 55%; under the age of 65, 45%
Health plan: seniors, 44%; under the age of 65, 34%
Say there are “big differences” in the quality of care among:
Family doctors: seniors, 30%; under the age of 65, 42%
Specialists: seniors, 34%; under the age of 65, 43%
Hospitals: seniors, 34%; under the age of 65, 50%
Nursing homes: seniors, 37%; under the age of 65, 47%
Health plans: seniors, 47%; under the age of 65, 57%

## People With a Chronic Disease or Disability

**Chart 27**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 27: People with a chronic disease or disability. The survey compared 303 people with a chronic disease or disability and 1696 without a chronic disease or disability.

“Very concerned” about errors or mistakes happening when:
Receiving health care in general: people with a chronic disease or disability, 57%; people without a chronic disease or disability, 45%
Receiving care at a doctor’s office: people with a chronic disease, 47%; people without a chronic disease or disability, 38%
Filling prescription medicines: people with a chronic disease, 43%; people without a chronic disease or disability, 33%
Experienced a medical error in the last year: people with a chronic disease or disability, 14%; people without a chronic disease or disability, 5%
“Very likely” to seek quality information, for example by:
Ordering a printed booklet: people with a chronic disease or disability, 27%; people without a chronic disease or disability, 19%
Contacting a state agency for quality information: people with a chronic disease or disability, 30%; people without a chronic disease or disability, 18%

## People Who Have Had Difficulty Communicating with a Provider

**Chart 28**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 28: People who have had difficulty communicating with a provider.  The survey compared 248 (12% of the public) people who have difficulty communicating with a provider with 1759 people who have not had difficulty.
Felt “very confident” that they had enough information to make the right choices the last time they had to choose a:
Doctor: people who have difficulty communicating with a provider, 38%; people who have not had difficulty 51%
 Hospital: people who have difficulty communicating with a provider, 36%; people who have not had difficulty 48%
New treatment option: people who have difficulty communicating with a provider, 34%; people who have not had difficulty 44%
Say there are “big differences “ in quality among:
Family doctors: people who have difficulty communicating with a provider, 49%; people who have not had difficulty 39%
Specialists: people who have difficulty communicating with a provider 53%, people who have not had difficulty 40%
Hospitals:people who have difficulty communicating with a provider, 57%; people who have not had difficulty 45%
Experienced a medical error in the last year: people who have difficulty communicating with a provider, 13%; people who have not had difficulty 5%

## Racial and Ethnic Minorities

**Chart 29**

- Source: Kaiser Family Foundation / Agency for Healthcare Research and Quality *National Survey on Americans as Health Care Consumers:  An Update on The Role of Quality Information*, December 2000 (Conducted July 31-Oct. 13, 2000)

**Notes:**
Chart 29: Racial and ethnic minorities. The survey compared 219 blacks, 208 Hispanics and 1492 whites 

“Very concerned” about errors or mistakes happening when:
Receiving health care in general: Blacks, 71%; Hispanics 45%, Whites 43%
Receiving care at a hospital: Blacks, 62%; Hispanics 57%, Whites 44% 

Say the government should be involved in promoting, monitoring, or providing information about quality of care: Blacks, 79%; Hispanics, 69%; Whites, 60%

Reporting of medical errors should be done on a voluntary basis to ensure the privacy of patients and staff involved: Blacks, 32%; Hispanics, 29%; Whites, 19%

## The Henry J.  Kaiser Family Foundation 

- The Henry J.  Kaiser Family Foundation
- 2400 Sand Hill Road
- Menlo Park, CA 94025
- 650-854-9400 Facsimile: 650-854-4800
- Washington Office:
- 1450 G Street N.W., Suite 250
- Washington, DC 20005
- http://www.kff.org
- Agency for Healthcare Research and Quality
- 2101 E. Jefferson Street, Suite 501
- Rockville, MD 20852
- 301-594-1364
- http://www.ahrq.gov
- Additional free copies of this publication (#3093) are available on the Foundation’s website at www.kff.org or by calling the Kaiser Family Foundation’s Publication Request Line at 1-800-656-4533.