2015 APHA Annual Meeting & Expo

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Recorded Annual Meeting Presentations (RAMP) are now available for purchase.
Only $90 for presenters, $140 for registered attendees and $200 for non-attendees.

Online Program

323846
Overview: Effective use of patient experience surveys in quality improvement


Saturday, October 31, 2015 : 9:10 a.m. - 9:20 a.m.

Rae Starr, L.A. Care Health Plan, Santa Monica, CA
This overview introduces the content of the Learning Institute and the purpose of each module presented in the course.  A short written exercise will gather feedback from learners regarding the topics in the subsequent modules that relate most closely to their work and institutions.  The course describes a continuous quality improvement (CQI) cycle framed around improving measures of health care service quality provided by patients.  Commonly-used patient experience surveys will be introduced from the Consumer Assessment of Healthcare Providers and Systems (CAHPS) family of surveys, produced and maintained federally by the Agency for Healthcare Research and Quality (AHRQ).

Learning Areas:

Administration, management, leadership
Biostatistics, economics
Communication and informatics
Conduct evaluation related to programs, research, and other areas of practice
Program planning
Public health administration or related administration

Learning Objectives:
Describe three prominent uses of patient experience survey measures of the quality of services in modern health care organizations. Describe nine domains of service quality that are commonly measured on patient experience surveys. Assess which sections of the course outline cover gaps in skill or knowledge that will benefit the learner’s work and organization.

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: Served 8 years as Senior Biostatistician at the nation’s largest public health plan, managing the CAHPS patient experience survey program, covering each skill area in Learning Institute workshop. Interacted with each functional department rated in CAHPS; designed analytic plans to guide interventions; designed contracts for ancillary services to enhance the quality of the surveys. Delivered agency-sponsored briefings and invited presentations on this material at national conferences focused on the CAHPS surveys and Medicaid quality improvement.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.

Back to: 1004.0: Effective use of patient experience surveys to improve quality of services in health plans, agencies, and group practices--Fee: $300