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Slide Presentation from the AHRQ 2007 Annual Conference

A Guide to the CAHPS QI Guidebook

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Section 1. Setting the Stage:
An Infrastructure that Supports Improved Performance
Section 2. Identifying
Opportunities to Improve
For each opportunity: Section 3. Implementing the CAHPS Improvement Cycle
- Plan Strategy
  —Create team (if needed)
  —Establish/confirm goals
  —Investigate potential interventions (see Section 4)
- Develop and Test Strategy
  —Select measures to monitor progress
  Develop changes using selected intervention
  Conduct small tests of change
  Adapt changes to organizational context
  - Identify and deal with barriers
- Monitor Strategy
  —Implement changes and hold the gains
  —Evaluate progress against criteria
- Reassess & Respond
  —Use CAHPS data to assess what worked, what didn't
  —Spread successful innovations
Section 4. Ideas for Improving Experiences with Care
- Getting needed care
- Getting care quickly
- Doctors communicate well
- Customer service
- Claims Processing
- Home health & preventive services