Lessons From Healthcare Organizations on Improving Patient Experience webcast

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.