Patient Experience


What are some of the benefits to great patient experience and patient satisfaction? Improved outcome and healthier patients, Patient retention, loyalty and growth, Success with accreditation and regulatory agencies, Health plans contract negotiation, Lower cost of doing business, Reputation, pride, and satisfaction.

  • The Language of Caring for Physicians - a 3 to 4 minute video session that introduces what the Language of Caring is and its modules.
  • Institute for Healthcare Improvement - an on-demand presentation for the Model of Improvement featuring IHI's Executive Director of Performance Improvement, Robert Lloyd PhD. A simple yet powerful approach to achieve success in the delivery of health care and its outcomes. 
  • How to Improve Patient Perception   - Created by the American College of Physicians to help physicians and their staff improve their patient satisfaction by providing tips on how to improve patient perception.

Evaluating Patient Experience

  • 2018 CMS APPROVED MIPS CAHPS Survey Vendors - CAHPS is no longer required for groups of 100 or more within MIPS, but clinicians can receive bonus points for electing CAHPS. Clinicians intending to use the group practice reporting option (GPRO) (for clinicians choosing to be measured for MIPS performance as a group of clinicians) will only need to register if they choose to report patient experience measures via the CAHPS for MIPS survey by June 30th of the performance year. 
  • The Consumer Assessment of Healthcare Providers and Systems (CAPHS) - A program funded by the Agency for Healthcare Research and Quality (AHRQ), the federal agency leading the development and distribution of standardized, evidence-based surveys and related tools for assessing patients' experience with the health care system.
  • The CAHPS Clinician & Group Surveys (CG-CAHPS) - a survey developed by the AHRQ that can be used to ask patients about their recent experiences with clinicians and their staff. These surveys are in the public domain and can be used by anyone. CAHPS 12-month version survey asks patients to report their experience with a doctor's office over the last 12 months. The survey includes a set of questions for adults and a different set of questions for children. Each survey consists of a core set of questions and a supplemental set of questions that physicians may choose to add concerning cultural competency, health literacy, health information technology, and Patient-Centered Medical Home (PCMH).
  • Podcast on the Clinician & Group Surveys - Listen to the AHRQ podcast to find out more about why it is important to use a CAHPS Survey to assess patient experience.