Since the passage of the Affordable Care Act (ACA), public hospitals and health systems have placed greater emphasis on how effectively they satisfy patient expectations related to access, provider communication, and staff responsiveness — all of which are key drivers of the patient experience.
In particular, public health systems are focused on their Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) scores, the national survey used to measure patients' experience with clinicians and provider groups.
Rather than just report their scores, several systems are leading the way by identifying and implementing changes that improve them. With support from CHCF, the California Health Care Safety Net Institute led a yearlong initiative aimed at improving the capability of 15 clinics to collect and improve their CG-CAHPS scores. Read the summary report to learn more about the success of this initiative.