The CAHPS Ambulatory Care Improvement Guide is a comprehensive resource for health plans, medical groups, and other providers seeking to improve their performance in the domains of patient experience measured by CAHPS surveys of ambulatory care. Use this guide to help your organization:

  • Cultivate an environment that encourages and sustains improvements in patient-centered care.
  • Analyze the results of CAHPS surveys and other forms of patient feedback to identify strengths and weaknesses.
  • Develop strategies for improving performance.

About the CAHPS Ambulatory Care Improvement Guide (PDF [ PDF file - 372.78 KB] ): A brief overview of the guide and the organizations responsible for its development and maintenance. 

Why Improve Patient Experience? (PDF [ PDF file - 254.84 KB] ): Learn how improving patient experience may lead to positive clinical and business outcomes.

Are You Ready to Improve? ( PDF [ PDF file - 769.53 KB] ): Read about the behaviors of organizations that are successful in providing positive experiences with care.

Ways to Approach the Quality Improvement Process ( PDF [ PDF file - 620.43 KB] ): Review key steps for implementing strategies and actions aimed at improving performance.

Determining Where to Focus Efforts to Improve Patient Experience ( PDF [ PDF file - 1.31 MB] ): Learn how to identify promising opportunities to improve patient experience in your organization.

Strategies for Improving Patient Experience ( PDF [ PDF file - 581.02 KB] ) Learn about strategies for improving specific aspects of patients’ experience with care. New topics and strategies will be added to the list below time.

Access to care and information

Communication between patients and providers

     Coordination of care

Customer service

     Health promotion/education