Introducing a Protocol To Obtain Patient Comments Using the CAHPS Clinician & Group Survey (Webcast)

January 26, 2017


This Webcast introduced a new set of five open-ended questions that prompt survey respondents to tell a clear and comprehensive story about their experiences with their health care provider and the staff in his or her office. These questions, called the Patient Narrative Elicitation Protocol (beta version), are available for use with the CAHPS Clinician & Group Survey (CG-CAHPS). The speakers reviewed the purpose of the questions, described the development and testing process, and offered recommendations for implementation. Attendees also heard from an organization that has administered these open-ended questions as part of its CG-CAHPS Survey.

Speakers and PowerPoint Slides

Mark Schlesinger, Ph.D.

Mark Schlesinger, Ph.D.
Professor of Health Policy and a fellow of the Institution for Social and Policy Studies
Yale University

Presentation slides (PDF, 1.08 MB)


Lise Rybowski, M.B.A.

Lise Rybowski, M.B.A.
The Severyn Group

Presentation slides (PDF, 268 KB)


Barbra Rabson, M.P.H.

Barbra Rabson, M.P.H.
President and CEO
Massachusetts Health Quality Partners

Presentation slides (PDF, 408 KB)


Dale Shaller, M.P.A.

Dale Shaller, M.P.A.
Shaller Consulting Group (Moderator)

Introduction Presentation slides (PDF, 513 KB)
Closing Presentation slides (PDF, 194 KB)





Read the transcript of the Webcast (PDF, 334 KB)

Related Material

Questions & Answers—The CAHPS Patient Narrative Elicitation Protocol: A Scientific Approach to Collecting Comments on Experiences of Care (PDF, 234 KB)

About the CAHPS Patient Narrative Elicitation Protocol (PDF, 410 KB)

Grob R, Schlesinger M, Parker AM, et al. Breaking Narrative Ground: Innovative Methods for Rigorously Eliciting and Assessing Patient Narratives. Health Serv Res 2016 April;51:1475–6773.

Kanouse DE, Schlesinger, M, Shaller D, et al. How patient comments affect consumers’ use of physician performance measures. Med Care 2016 Jan;54(1):24–31.

Schlesinger M, Grob R, Shaller D. Using Patient-Reported Information to Improve Clinical Practice. Health Serv Res 2015 Dec;50(S2):2116–2154.

Schlesinger M, Grob R, Shaller D, et al. Taking Patients’ Narratives about Clinicians from Anecdote to Science. N Engl J Med 2015 August;373(7):675–9.

Schlesinger M, Kanouse DE, Martino SC, et al. Complexity, public reporting, and choice of doctors: a look inside the blackest box of consumer behavior. Med Care Res Rev 2014;71:Suppl:38S–64S.

Schlesinger M, Kanouse DE, Rybowski L, et al. Consumer response to patient experience measures in complex information environments. Med Care 2012;50:S56–S64.

Page last reviewed May 2018
Page originally created January 2017
Internet Citation: Introducing a Protocol To Obtain Patient Comments Using the CAHPS Clinician & Group Survey (Webcast). Content last reviewed May 2018. Agency for Healthcare Research and Quality, Rockville, MD.
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