Lessons From Healthcare Organizations on Improving Patient Experience (webcast)
Thursday, January 28, 2021
Contents
Summary
This AHRQ webcast featured two healthcare organizations that have successfully used Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys as part of their efforts to improve the healthcare experiences of their patients and enrollees.
Speakers discussed using CAHPS surveys to identify aspects of patient experience needing improvement, supplementing survey results with additional information, implementing strategies to provide a better patient and enrollee experience, and evaluating the impact of those changes.
Lisa Franchetti of Neighborhood Health Plan addressed the plan's multiple tactics for improving customer service for its enrollees. RAND’s Denise Quigley discussed AltaMed's use of shadow coaching and financial incentives to improve physician communication with patients.
Speakers
Director, CAHPS and Surveys on Patient Safety Culture (SOPS) Programs
Center for Quality Improvement and Patient Safety
Agency for Healthcare Research and Quality
Rockville, MD
AHRQ CAHPS Program (PDF, 219 KB)
Customer Experience Manager
Neighborhood Health Plan of Rhode Island
Smithfield, RI
Lessons on Improving CAHPS Scores (PDF, 1.17 MB)
Health Policy Researcher
Professor at the Pardee RAND Graduate School
RAND
Los Angeles, CA
Lessons on Improving Patient Experience (PDF, 224 KB)
Principal
Shaller Consulting Group
Stillwater, MN
Intro Slides (PDF, 280 KB)
Closing Slides (PDF, 242 KB)
Recording
Lessons From Healthcare Organizations on Improving Patient Experience (00:58:33)
