Public Reporting of Patients' Comments with Quality Measures: How Can We Make It Work? (Webcast)

June 3, 2014


This Webcast focused on the collection of patient comments and their use in public reports that are designed to inform consumers about health care providers. Online patient ratings and reviews of physicians are growing in number, yet many observers are concerned about the effects and representativeness of the patient comments that are posted. In this Webcast, researchers discussed an ongoing AHRQ study of methods for eliciting representative patient comments and reporting those comments in a coherent manner with standardized measures of physician quality, including CAHPS measures of patient experience and clinical measures of patient treatment.

The speakers in this Webcast discussed the following topics:

  • What do we know so far about the effect of patients’ comments on the perceptions and use of standardized measures in public reports?
  • How could we collect comments that are representative, well-balanced, and aligned with the aspects of patient experience that are proven to be important to consumers?
  • How can we report comments in a way that reduces the complexity of a report and strengthens the overall value of comparative information on health care providers?

Speakers and PowerPoint Slides

Photo of Dale Shaller, MPA Dale Shaller, MPA
Managing Director, CAHPS Database
Shaller Consulting Group

  • Introduction Presentation slides (PDF - 673.28 KB; PDF Help)
  • Closing Presentation slides (PDF - 815.19 KB)
Photo of Steven Martino Steven Martino
Behavioral Scientist

  • Presentation slides, Part 1 (PDF - 389.02 KB; PDF Help)
  • Presentation slides, Part 2 (PDF - 938.22 KB; PDF Help)
Photo of Rachel Grob, PhD Rachel Grob, PhD
Senior Scientist
Center for Patient Partnerships and Department of Family Medicine
University of Wisconsin

Photo of Mark Schlesinger, PhD Mark Schlesinger, PhD
Professor of Health Policy
Yale School of Public Health



Read the transcript of the Webcast (PDF - 270.31 KB; PDF Help)

 Related Material

Page last reviewed July 2018
Page originally created March 2014
Internet Citation: Public Reporting of Patients' Comments with Quality Measures: How Can We Make It Work? (Webcast). Content last reviewed July 2018. Agency for Healthcare Research and Quality, Rockville, MD.
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