CONSUMER ASSESSMENT OF HEALTH PLAN SATISFACTION (CAHPS) PEDIATRIC IMPROVEMENT PROJECT

Goal
Improve pediatric services, as measured by the Consumer Assessment of Health Plan Satisfaction (CAHPS) survey, at a major urban teaching hospital in New York City . This project included a concerted effort to strengthen customer service and provider/patient communications and relations.

PCDC Solution

• Identify areas for improvement using the Consumer Assessment of Health Plan Satisfaction (CAHPS)
• Design an overall strategy for improvement
• Convene a team to identify and implement specific interventions and set up a system to monitor progress
• Coach the team and hospital executive leadership to provide support and guidance throughout the process