Lessons From Healthcare Organizations on Improving Patient Experience (webcast)
Thursday, January 28, 2021
This AHRQ webcast featured 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 discussed 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 addressed the plan's multiple tactics for improving customer service for its enrollees. RAND’s Denise Quigley discussed AltaMed's use of shadow coaching and financial incentives to improve physician communication with patients.
Director, CAHPS and Surveys on Patient Safety Culture (SOPS) Programs
Center for Quality Improvement and Patient Safety
Agency for Healthcare Research and Quality
AHRQ CAHPS Program (PDF, 219 KB)
Customer Experience Manager
Neighborhood Health Plan of Rhode Island
Lessons on Improving CAHPS Scores (PDF, 1.17 MB)
Health Policy Researcher
Professor at the Pardee RAND Graduate School
Los Angeles, CA
Lessons on Improving Patient Experience (PDF, 224 KB)
Shaller Consulting Group
Intro Slides (PDF, 280 KB)
Closing Slides (PDF, 242 KB)
Lessons From Healthcare Organizations on Improving Patient Experience (00:58:33)