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Patient Satisfaction/Customer Service

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Does Fear of Being Labeled "Difficult" Prevent Patients from Expressing Themselves to Doctors?

June 4, 2012 | Human Capital Blog Post

HCB: You conducted six focus groups, with 48 patients, to better understand how they felt about obstacles to shared decision making. Tell us what you found. Frosch: Patients absolutely want to collaborate with their physicians in making clinical dec ...

How Do You Know What Aunt Martha Looks Like?

October 1, 2011 | Journal Article

Non-verbal clues provide different but important information for doctors and patients during routine checkups.

How to Report Results of the CAHPS Clinician & Group Survey

September 1, 2010 | Report

Guide designed to advance and assist Aligning Forces for Quality (AF4Q) alliances in the growing movement to report Consumer Assessment of Healthcare Providers and System (CAHPS®) survey results to health care consumers.

Solving One Problem at a Time

April 29, 2010 | Program Result Report

When administrators and staff at substance abuse treatment agencies discover problems in their internal processes, they want to fix them "Now!"

Leadership Challenges

April 28, 2010 | Program Result Report

Although these strategies emphasized incremental, small-scale changes, they brought about systemwide transformations that addressed big problems that keep the CEO awake at night.

Axis I Center of Barnwell: Reducing No-Shows

April 28, 2010 | Program Result Report

Axis I opened in 1973 when the South Carolina legislature mandated that the 24,000 residents of rural Barnwell County be provided with alcohol and other drug treatment services.

Jackie Nitschke Center: Increasing Retention in Treatment

April 28, 2010 | Program Result Report

The Jackie Nitschke Center, located on a quiet side street in Green Bay, Wis., has a history of helping people with substance abuse problems.

Gosnold on Cape Cod: Increasing Retention and Completion Rates in Inpatient Treatment

April 28, 2010 | Program Result Report

Gosnold on Cape Cod is the largest provider of addiction and mental health services on Cape Cod, with five inpatient and eight outpatient clinics located across Cape Cod and southeastern Massachusetts.

Acadia Hospital: Reducing Wait Time from First Request to Treatment

April 28, 2010 | Program Result Report

From September 2003 to June 2006, Acadia Hospital participated in the RWJF Paths to Recovery national program.

Asian Counseling and Referral Service: Reducing Wait Time from First Contact to Treatment

April 28, 2010 | Program Result Report

The Seattle-based Asian Counseling and Referral Service agency promotes social justice and the well-being and empowerment of Asian Pacific American individuals, families and communities in King County, Wash.

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