Although patients may not be the most knowledgeable informants about the technical quality of the care they receive, they are the most knowledgeable informants about their experiences with care. In addition, the aspects of the patient experience that are asked about in CAHPS surveys represent areas that both patients and providers have indicated are determinants of a "good" provider visit. These areas include factors such as patient-centeredness, timeliness, accessibility, and communication. The CAHPS Grantees systematically obtained this input from both patients and providers through focus groups, technical expert panels, and critical incident interviews.
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- Levine RE, Shore K. Use of the Critical Incident Technique to Develop Survey Items Measuring Patient Experiences of Ambulatory Care. 9th National CAHPS® User Group Meeting, December 2004, Baltimore, MD.
- Carman KL, Shore K, Hurtado MP, Levine RE, Garfinkel SA. Contextual and Variable Based Analysis of Qualitative Data Using the Critical Incident Technique. [Special Panel on Using Mixed Methods in Health Services Research]. Academy for Health Services Research Annual Meeting, 2004, San Diego, CA.
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