MNCM News

"The two words ‘information’ and ‘communication’ are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through." -- Sydney J. Harris

Quality Field Notes: How to Build a Sustainable Patient Experience Program

What is the best way for providers to get objective and actionable information on whether they are delivering patient-centered care? Ask the patients.

Patient experience surveys, particularly those that use validated questions such as the Consumer Assessment of Healthcare Providers and Systems Clinician & Group Surveys (CG-CAHPS®), give providers feedback on patients’ office visits. Practices can then take specific steps to improve the care experience.

A new suite of materials from the Robert Wood Johnson Foundation’s Aligning Forces for Quality (AF4Q) initiative includes an issue brief, and related resources, exploring key lessons on how patient experience surveys help providers better understand and deliver patient-centered care and help consumers find the best care for themselves and their families.

View the full suite of Quality Field Notes materials on patient experience >>