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Patient Satisfaction/Customer Service

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  • Topic: Patient satisfaction/customer service
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featured

Transparency in Health Care Pricing

May 8, 2013 | Feature

Newly released federal data shows pricing for common inpatient procedures varies greatly, and allows consumers to see how hospital charges in their area compare nationally and regionally for the same procedure.

Chronic Illness and Patient Satisfaction

December 1, 2012 | Journal Article

Providers who treat patients with chronic conditions can achieve high patient satisfaction.

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.

Good for Health, Good for Business

April 1, 2010 | Issue Brief

Brief outline of the clinical and business cases for collecting and publicly reporting data on patients' experience in the ambulatory care setting. Additionally, offers implementation examples and available tools for leveraging patient experience data to improve the quality of care.

Leverage Existing Efforts or Use a Centralized Approach?

July 1, 2010 | Issue Brief

This report details comprehensive information on the many choices Aligning Forces for Quality (AF4Q) communities have when determining how best to display information.

Leveraging Existing Patient Survey Efforts

November 1, 2012 | Toolkit

This decision guide offers a detailed discussion of the issues and choices stakeholders typically will face when using the leveraged approach.

A Field Experiment on the Impact of Physician-Level Performance Data on Consumers' Choice of Physician

November 1, 2012 | Journal Article

The use of a publicly available online report of physician-level data on the choice of primary care provider (PCP) among new members to the HealthPlus of Michigan health plan was assessed in this study.

Advancing Measurement of Equity and Patient-Centered Care to Improve Health Care Quality

January 12, 2012 | Program Result

Advancing Measurement of Equity and Patient-Centered Care to Improve Health Care Quality was a targeted solicitation for proposals to expand understanding of how to make health care both more patient-centered and more equitable.

Using Standardized Encounters to Understand Reported Racial/Ethnic Disparities in Patient Experiences with Care

April 1, 2011 | Journal Article

This research suggests that differences in CAHPS survey results by race or ethnicity are more likely to reflect actual experiences than differences in use of the survey instrument.

Giving Consumers and Purchasers More Input on Performance Measures

May 23, 2011 | Program Result

The Consumer-Purchaser Disclosure Project is a coalition of more than 50 leading employer, consumer and labor organizations that seeks to give consumers and health care purchasers a greater voice in deliberations over performance measures.

Studying Maine's Pathways to Excellence Program

May 20, 2011 | Program Result

Researchers at the University of Southern Maine studied the state's Pathways to Excellence system of reporting on health care quality. Practices that filed reports had higher scores on six indicators of health care quality than those that did not.

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