CAHPS Improvement Guide Resource Library

This library offers quick access to worksheets, recommended reading, expert guidance and tips, and other resources referenced in the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Improvement Guide. 

Why improve patient experience with healthcare?

• Infographic: Six Reasons To Gather and Act on Information on Patient Experience (PDF, 2 MB)

Preparing for and sustaining improvements in patient experience

• Culture of Improvement Self-Assessment from the Virginia Mason Institute.
• Self-Assessment Tool: A National Action Pan To Advance Patient Safety from the Institute for Healthcare Improvement.
• AHRQ’s Surveys on Patient Safety Culture®.
• Implementation Toolkit: What Matters to You? from the Montefiore Hudson Valley Collaborative (version 1: May 2020, a resource available from The Beryl Institute’s “What Matters To You?” Resources page).
• Put Quality Improvement Into Practice, a video from the Institute for Healthcare Improvement.
• Quality Improvement in Healthcare, a video from Dr. Mike Evans, St. Michael’s Hospital.
• QI Basics—Introduction to Quality Improvement, a video from Stratis Health.
• Service Excellence Self Learn Packet from the Cleveland Clinic.

Using established improvement models to improve patient experience

• Recommended Reading: Implementing and Sustaining Innovations in Healthcare Settings
• Quality Improvement Action Plan Worksheet (Word, 43 KB; PDF, 264 KB).

Determining where and how to focus efforts to improve patient experience

• Case Study: Online Feedback Reporting in a New York Hospital.
• Process Mapping: How To Do It.
• Patient Walkthrough: How To Do It.
• Process Observation: How To Do It.
• AHRQ’s Guide for Developing a Community-Based Patient Safety Advisory Council.
• Tips for Integrating Patient Partners on Improvement Teams.