Lessons From Healthcare Organizations on Improving Patient Experience (webcast)
Thursday, January 28th
2:00 - 3:00 p.m. ET
Summary
This AHRQ webcast features two healthcare organizations that have successfully used Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys as part of their efforts to improve the healthcare experiences of their patients and enrollees.
Speakers will discuss using CAHPS surveys to identify aspects of patient experience needing improvement, supplementing survey results with additional information, implementing strategies to provide a better patient and enrollee experience, and evaluating the impact of those changes.
Lisa Franchetti of Neighborhood Health Plan will address the plan’s multiple tactics for improving customer service for its enrollees. RAND’s Denise Quigley will discuss AltaMed’s use of shadow coaching and financial incentives to improve physician communication with patients.
Speakers
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
Customer Experience Manager
Neighborhood Health Plan of Rhode Island
Smithfield, RI
Health Policy Researcher
Professor at the Pardee RAND Graduate School
RAND
Los Angeles, CA
Principal
Shaller Consulting Group
Stillwater, MN
