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Voices of Measurement in Improving Patient Experience

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improving patient experience, measurement, HCAHPS, survey, CAHPS, data

Voices of Measurement in Improving Patient Experience

Jason A. Wolf, Ph.D.
President, The Beryl Institute

Stacy Palmer
VP, Strategy and Member Experience, The Beryl Institute

Mary Malone
President, Malone Advisory Services

The paper shares perspectives of seven healthcare survey organizations, most often viewed as competitors in the market, but in this instance brought together by the Institute to support a better understanding of measurement practices for the broader healthcare community.

Contributing organizations include Avatar International, Catalyst Healthcare Research, Gallup, HealthStream, National Research Corporation, Press Ganey and Professional Research Consultants. Through a series of interviews with these leading organizations, the paper examines the purposes for and implications of effective measurement – from methods to key considerations for effective collection, analysis and action.

Conversations followed a set of core questions, producing a broad selection of statements, quotes and stories from contributors. The questions included:

  • Why is measurement important in addressing patient experience?
  • What do you see as key measurement practice and what are the best methods for gathering and using data?
  • Where should we be focusing to drive effective measurement in patient experience?
  • What are the best and most effective modes of data collection?
  • How should organizations be using measurement to support their experience efforts and drive their overall strategy?
  • What is the best means to analyze and understand measurement data?
  • What do you see as the impact of HCAHPS/CAHPS surveys and how has this common requirement influenced measurement strategy?
  • What is the impact and potential outcome of effective measurement practice?

View the executive summary.

Related Body of Knowledge courses: Metrics and Measurement.

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