Implementing the New CAHPS Protocol for Obtaining Patient Comments About Their Care
Dale Shaller, Principal, Shaller Consulting Group
Tara Servati, Patient Experience Specialist for the Ambulatory Care Network, NewYork-Presbyterian
This webinar will describe methods and lessons learned to date from a pilot project designed to assess the implementation and use of the new CAHPS Patient Narrative Elicitation Protocol (NEP) in several New York-Presbyterian (NYP) ambulatory care practices. The NEP is a structured sequence of 5 open-ended questions that can be used as a supplemental item set with CG-CAHPS or other patient experience surveys, in order to elicit complete and balanced accounts of ambulatory care from a representative sample of patients. The webinar will review research evidence regarding the effectiveness of the NEP in eliciting actionable information that can be used by clinicians and practices for improving patient experiences, and will discuss early results of the pilot project to collect the NEP as part of routine patient survey operations at NYP and to develop new feedback methods for reporting survey results and narrative comments back to clinicians and practice leaders.
Related content
-
Policy & Measurement
Measuring Volunteer Impact
We know that our volunteers make a huge difference in our organizations every day…but how do you show that? It can be challenging to assign hard data to work done with the heart, but those statistics can help illustrate that impact in a more meaningful way to your audience.
Learn more -
Innovation & Technology | Policy & Measurement
Using Narrative to Illuminate and Improve Experience
Watch this webinar for an interactive discussion through a series of five mini-case studies to illustrate the power of narrative. The case studies will focus on: (1) using an innovative digital tool to collect patient-generated contextual information and embedding at-a-glance summaries of patient narratives in the EHR (2) mining open-ended comments in experience surveys, with
Learn more -
Policy & Measurement | Quality & Clinical Excellence
PX Pulse: Consumer Perspectives on Patient Experience in the U.S. – January 2023
The Beryl Institute and Ipsos released findings from the ninth PX Pulse, a quarterly tracking survey and first of its kind effort to elevate understanding and track current perspectives on patient experience in healthcare across the United States.
Learn more