Improving Patient Experience in Large Organizations (Webcast)
Wednesday, March 24, 2021
Contents
Summary
This AHRQ webcast is the final in a series of three presentations focused on supporting healthcare organizations in using Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys to improve patient experience. In this webcast, speakers from Kaiser Permanente and UCLA Health discussed their strategies for identifying aspects of patient experience needing improvement and implementing effective approaches across their large, complex organizations.
Speakers
Caren Ginsberg, Ph.D.
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, 227 KB)
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, 227 KB)
Stephanie Fishkin, Ph.D.
Principal Consultant
Kaiser Permanente
Oakland, CA
Effective Implementation of Patient Experience Improvement (PDF, 632 KB)
Principal Consultant
Kaiser Permanente
Oakland, CA
Effective Implementation of Patient Experience Improvement (PDF, 632 KB)
Samuel A. Skootsky, M.D.
Chief Medical Officer (CMO)
UCLA Faculty Practice Group and Medical Group
Professor of Medicine at the David Geffen School of Medicine at UCLA
Los Angeles, CA
Ambulatory Patient Experience Improvement (PDF, 737 KB)
Chief Medical Officer (CMO)
UCLA Faculty Practice Group and Medical Group
Professor of Medicine at the David Geffen School of Medicine at UCLA
Los Angeles, CA
Ambulatory Patient Experience Improvement (PDF, 737 KB)
Dale Shaller, M.P.A. (Moderator)
Principal
Shaller Consulting Group
Stillwater, MN
Intro Slides (PDF, 304 KB)
Closing Slides (PDF, 236 KB)
Principal
Shaller Consulting Group
Stillwater, MN
Intro Slides (PDF, 304 KB)
Closing Slides (PDF, 236 KB)
Recording
Improving Patient Experience in Large Organizations (01:01:17)
