Case Studies of Quality Improvement Initiatives

The RAND Corporation is preparing a series of case studies of quality improvement initiatives undertaken by health plans or health care organizations. The studies provide practical examples of efforts to improve performance on various aspects of patients' experience of health care as measured by the CAHPS surveys.

Each case study presents a short overview of the steps an organization took in its quality improvement initiative, followed by a more detailed description of specific actions involved in each step. The contents cover:

  • Performance issues the organization identified from its CAHPS survey data;
  • The strategy and action plan developed to improve its performance in the relevant areas;
  • Its experiences in implementing its action plan; and
  • Resulting effects on its subsequent CAHPS survey results.

Available Case Studies

Improving Customer Service and Access in a Surgical Practice

This case study describes a surgical practice's successful implementation of a six-step plan to improve customer service and access for its patients.

For the full report, go to Improving Customer Service and Access in a Surgical Practice (PDF [ PDF file - 997.28 KB]). Published by RAND, August 2011.

Improving Hospital Inpatient Nursing Care

This case study describes a large acute care hospital’s successful implementation of a six-step plan to improve the emotional support provided to inpatients by the registered nurses and the rest of the nursing staff.

For the full report, go to Improving Hospital Inpatient Nursing Care (PDF [ PDF file - 603.83 KB]). Published by RAND, April 2010.

Improving Performance for Health Plan Customer Service

This case study focuses on the successful quality improvement methods employed by a health plan to improve customer service for its members.

For a summary of the report, go to Improving Performance for Health Plan Customer Service (PDF [ PDF file - 1.2 MB]).

For a copy of the full case study, go to RAND's Web site at http://www.rand.org/pubs/working_papers/WR517/ or contact the CAHPS Help Line at 800-492-9261.

Page last reviewed March 2016
Page originally created March 2012
Internet Citation: Case Studies of Quality Improvement Initiatives. Content last reviewed March 2016. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/cahps/quality-improvement/reports-and-case-studies/Case-Study_QI-Initiatives.html