The CAHPS Ambulatory Care Improvement Guide: Practical Strategies for Improving Patient Experience
The CAHPS Ambulatory Care Improvement Guide is a comprehensive resource for health plans, medical groups, and other providers seeking to improve their performance in the domains of patient experience measured by CAHPS surveys of ambulatory care. Use this guide to help your organization:
- Cultivate an environment that encourages and sustains improvements in patient-centered care.
- Analyze the results of CAHPS surveys and other forms of patient feedback to identify strengths and weaknesses.
- Develop strategies for improving performance.
About the CAHPS Ambulatory Care Improvement Guide (PDF [ 
- 372.78 KB] ): A brief overview of the guide and the organizations responsible for its development and maintenance.
- 372.78 KB] ): A brief overview of the guide and the organizations responsible for its development and maintenance. Why Improve Patient Experience? (PDF [ - 254.84 KB] ): Learn how improving patient experience may lead to positive clinical and business outcomes.
- 254.84 KB] ): Learn how improving patient experience may lead to positive clinical and business outcomes.Are You Ready to Improve? ( PDF [ - 769.53 KB] ): Read about the behaviors of organizations that are successful in providing positive experiences with care.
- 769.53 KB] ): Read about the behaviors of organizations that are successful in providing positive experiences with care.Ways to Approach the Quality Improvement Process ( PDF [ - 620.43 KB] ): Review key steps for implementing strategies and actions aimed at improving performance.
- 620.43 KB] ): Review key steps for implementing strategies and actions aimed at improving performance.Determining Where to Focus Efforts to Improve Patient Experience ( PDF [ - 1.31 MB] ): Learn how to identify promising opportunities to improve patient experience in your organization.
- 1.31 MB] ): Learn how to identify promising opportunities to improve patient experience in your organization.Strategies for Improving Patient Experience ( PDF [ - 581.02 KB] ) Learn about strategies for improving specific aspects of patients’ experience with care. New topics and strategies will be added to the list below time.
- 581.02 KB] ) Learn about strategies for improving specific aspects of patients’ experience with care. New topics and strategies will be added to the list below time.Access to care and information
- Open Access Scheduling for Routine and Urgent Appointment ( PDF [ - 447.83 KB] )
- Internet Access for Health Information and Advice ( PDF [ - 354.59 KB] )
- Rapid Referral Programs ( PDF [ - 321.32 KB] )
- Group Visits ( PDF [ - 260.77 KB] )
- Price Transparency ( PDF [ - 231.81 KB] )
Communication between patients and providers
- Training to Advance Physicians’ Communication Skills ( PDF [ - 329.97 KB] )
- Tools to Help Patients Communicate Their Needs ( PDF [ - 272 KB] )
- Shared Decision-Making ( PDF [ - 213.54 KB] )
- Cultivating Cultural Competence ( PDF [ - 312.25 KB] )
- Planned Visits ( PDF [ - 233.75 KB] )
- Group Visits ( PDF [ - 260.77 KB] )
Coordination of care
- Rapid Referral Programs ( PDF [ - 321.32 KB] )
- Training to Advance Physicians’ Communication Skills ( PDF [ - 329.97 KB] )
- Tools to Help Patients Communicate Their Needs ( PDF [ - 272 KB] )
- Planned Visits ( PDF [ - 233.75 KB] )
Customer service
- Service Recovery Programs ( PDF [ - 487.54 KB] )
- Standards for Customer Service ( PDF [ - 321 KB] )
Health promotion/education
- Training to Advance Physicians’ Communication Skills ( PDF [ - 329.97 KB] )
- Shared Decision-Making ( PDF [ - 213.54 KB] )
- Support Groups and Self-Care ( PDF [ - 265.15 KB] )
- Group Visits ( PDF [ - 260.77 KB] )
- Reminder Systems for Immunization and Preventive Services ( PDF [ - 317.34 KB] )
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