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

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B. Barriers and bridges to using patients' ratings on surveys to improve health care service quality


Saturday, October 31, 2015 : 10:00 a.m. - 10:30 a.m.

Rae Starr, L.A. Care Health Plan, Santa Monica, CA
This module of the Learning Institute describes typical barriers to improving service quality.  Types of dysfunctions in planning and implementation processes are noted, with methods for addressing process issues.  Common narratives that impede quality improvement are described.  Models of change are discussed for interacting with stakeholders.  Methods for responding to common problems and objections are described.  In an era of tight budgets and thin staffing, strategies for minimally-invasive pilot projects are discussed, along with lore on the scaling and scoping of quality improvement interventions.

Learning Areas:

Administration, management, leadership
Biostatistics, economics
Diversity and culture
Program planning
Social and behavioral sciences
Systems thinking models (conceptual and theoretical models), applications related to public health

Learning Objectives:
Identify four organizational barriers to improving health care service quality. Describe at least two models of change for use in improving service quality. Explain five resource advantages for incorporating quality improvements into programs and activities already deployed for other regulatory purposes.

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