	Search CAHPS

		CAHPS Site Map

		Quick Links

What Would You Like To Do?

View presentation slides:

—	Donna Farley - Introduction (PDF, 293KB; PDF Help)

—	Lillian Martinez (PDF, 174KB; PDF Help)

—	Susan Edgman-Levitan (PDF, 150KB; PDF Help)

—	David Finn (PDF, 369KB; PDF Help)

—	Donna Farley – Closing (PDF, 273KB; PDF Help)

Listen to an audio recording of the Webcast. (.mp3 *, 90 minutes)

Read the transcript. (PDF, 202KB; PDF Help)

Learn more about the CAHPS Clinician & Group Survey

Learn more about improving patient experience

	The CAHPS Improvement Guide
	Improving Your Performance on the CAHPS Health Plan Survey (Webcast)
	Improving Patient Care: How Medical Groups Are Using New CAHPS Surveys for Ambulatory Settings(Webcast)
	Other resources on quality improvement

Speakers

Susan Edgman-Levitan, PA, Executive Director, John D. Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital; CAHPS Principal Investigator for the Yale Team
Donna Farley, PhD, CAHPS Principal Investigator for the RAND Team
David Finn, MD, Associate Medical Director, Massachusetts General Medical Group
Lillian Martinez, Director of Operations, Department of Medicine, UCLA

Improving Patients' Experiences: How Primary Care and Specialty Practices Are Using the CAHPS Clinician & Group Survey

Thursday, September 24, 2009

This Webcast offered an inside look at the efforts of two medical practices—one primary care and one specialty—to improve their performance in the areas of quality measured by the CAHPS Clinician & Group Survey.

Dr. David Finn of Massachusetts General Medical Group and Lillian Martinez of the UCLA Department of Medicine discussed what their respective practices have been doing to:

Identify and focus physicians, management, and staff on problem areas.
Design and implement solutions to those problems.
Address barriers to change.
Sustain improvements in patients' experiences.

In addition, Susan Edgman-Levitan of the John D. Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital offered insights into the kind of coaching, training, and other support that practices need to implement improvement strategies successfully.

The Webcast included presentations, a panel discussion, and responses to the audience’s questions.

* To play the audio recording (MP3 format), you will need a browser plug-in or a program such as QuickTime^®, Windows^®Media Player^®, or Real Player^®. Links to non-Federal organizations are provided solely as a service to our users, and do not constitute endorsements of the organizations by AHRQ or the Federal Government.