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61. Phone Call Role Play (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/patient-safety/settings/hospitals/red-toolkit/phoneroleplay.pdf
    June 02, 2025 - CALLER: I’m going to ask you a few questions about each one of your medicines to see if there is anything … CALLER: So tell me, how are you going to take your Lasix tomorrow? … CALLER: Now, I’m going to make sure you and I have the same information about your appointments and … How are you going to get there? PATIENT: My sister is going to take me.

62. Phoneroleplay (doc file)
    www.ahrq.gov/sites/default/files/wysiwyg/patient-safety/settings/hospitals/red-toolkit/phoneroleplay.docx
    June 02, 2025 - CALLER: I’m going to ask you a few questions about each one of your medicines to see if there is anything … CALLER: So tell me, how are you going to take your Lasix tomorrow? … CALLER: Now, I’m going to make sure you and I have the same information about your appointments and tests … How are you going to get there? PATIENT: My sister is going to take me.

63. Creating an Effective Customer Service Training Program (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/podcasts/CreatinganEffectiveCustomerServiceTrainingProgram20120501Transcript52312.pdf
    May 01, 2012 - Well, our practices were experiencing some high front end denials, meaning that our claims were not going … Podcast May 2012 www.cahps.ahrq.gov | 2 of 5 Lisa Sergy First, I looked at what was already going … I mean, we had training before so my fear was that they were going to think well this is just another … How are you going to support this behavior change back on the job if you don’t even know what we’ve … Lisa, thanks for providing us with an update on how things are going, it’s so great to see this program

64. Postdischarge Followup Phone Call Script (Patient Version) | Agency for Healthcare Research and Quality
    www.ahrq.gov/patient-safety/settings/hospital/red/toolkit/postdischarge-phone.html
    March 01, 2025 - patient's medical condition, consider recommendations to make to the caregiver, such as calling PCP, going … Clarification of Appointments CALLER: Now, I'm going to make sure you and I have the same information … Are you going to be able to make it to your appointment? … CALLER: I understand that [name of caregiver] was going to help you out at home. … If no, CALLER: Are you going to call [name of caregiver] to see if she [or he] is going to be able to

65. Postdisphone (doc file)
    www.ahrq.gov/sites/default/files/wysiwyg/patient-safety/settings/hospitals/red-toolkit/postdisphone.docx
    June 02, 2025 - CALLER: I’m going to ask you a few questions about each one of your medicines to see if there is anything … Clarification of Appointments CALLER: Now, I’m going to make sure you and I have the same information … Are you going to be able to make it to your appointment? … CALLER: I understand that [name of caregiver] was going to help you out at home. … If no, CALLER: Are you going to call [name of caregiver] to see if she [or he] is going to be able to

66. Postdischarge Followup Phone Call Script (Patient Version) (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/patient-safety/settings/hospitals/red-toolkit/postdisphone.pdf
    June 02, 2025 - CALLER: I’m going to ask you a few questions about each one of your medicines to see if there is anything … Clarification of Appointments CALLER: Now, I’m going to make sure you and I have the same information … Are you going to be able to make it to your appointment? … CALLER: I understand that [name of caregiver] was going to help you out at home. … If no, CALLER: Are you going to call [name of caregiver] to see if she [or he] is going to be able to

67. Postdischarge Followup Phone Call Script (Patient Version) | Agency for Healthcare Research and Quality
    www.ahrq.gov/es/patient-safety/settings/hospital/red/toolkit/postdischarge-phone.html
    March 01, 2025 - patient's medical condition, consider recommendations to make to the caregiver, such as calling PCP, going … Clarification of Appointments CALLER: Now, I'm going to make sure you and I have the same information … Are you going to be able to make it to your appointment? … CALLER: I understand that [name of caregiver] was going to help you out at home. … If no, CALLER: Are you going to call [name of caregiver] to see if she [or he] is going to be able to

68. Digestive Health Clinic, LLC: Slide Presentation (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/professionals/quality-patient-safety/patientsafetyculture/asc/ascwebinar/brownslides.pdf
    June 02, 2025 - staff do not always speak up during meetings • During the survey period, our endoscopy center was going … tasks • Response to Mistakes: Continued treating mistakes as learning opportunities 49 49 Going … Pressure & Pace Change Implemented Staff Training Response to Mistakes Change Implemented Going

69. Who Are You Talking To? New Insights Into the Audience for Consumer Reports on Health Care Quality (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/20110511/talkingquality-audience-webcast-20110511-transcript.pdf
    June 02, 2025 - I'm going to go ahead and turn this over to Jeff Rabkin at Wowza. … I'm going to take a quick poll here. … Lise Rybowski Then I'm going to give one last question to Patrick. … Well, I'm going to let you have the last word on that one. … So the evaluation is going to pop up.

70. Implementing the New CAHPS Protocol for Obtaining Patient Comments About Their Care (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/implementing-new-protocol-transcript.pdf
    October 01, 2018 - I'm going to talk a little bit more about the elements of that story in a minute. … Grob, Slide 22 And now I am going to pass it over to Tara to talk about the NYP project. … She’s going to come back in a few minutes and talk a bit more about what’s to come. … I am going to now give the ball back to Tara to talk about phase two. … We’re really going based on emotion.

71. Myth Busting: Using the CG-CAHPS 12-Month Survey for Quality Improvement (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/20131008_cg/mythbustingwebcast.pdf
    October 01, 2013 - I am going to talk to you a little bit about how to do that. … Zema (opening), Slide 20 So I am going to first introduce Linda Sparks. … We are going to have a formal Question- and-Answer session at the end. … First I am going to introduce Rick. … So I am going to go ahead and open up that evaluation but I am going to continue with some questions

72. CAUTI Sustainability: Embedding CAUTI Policies, Using Data to Monitor Proress and Hardwiring CUSP Principles | Agency for Healthcare Research and Quality
    www.ahrq.gov/hai/cauti-tools/archived-webinars/cauti-sustainability-transcript.html
    December 01, 2017 - this is just how we are going to do it." … It's not going to happen overnight. … Continue to engage in failures because you're going to continue to have them. … I'm going to turn it over to Ginger Dickens. Ginger: Good afternoon everybody. … to sustain the work that's been going on?

73. Transcript: How To Empower Staff To Speak Up To Stop a Central Line Insertion if They See a Breach in Aseptic Technique, Including How To Obtain Buy-In From Physicians (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/hai/tools/clabsi-cauti-icu/empower-staff-transcript.pdf
    April 01, 2022 - I think this is a more traditional concept that is going away over time in favor of establishing a more … They may feel like they're going to be told that they're wrong. … They may feel that their concerns are going to be brushed off. … That is really going to affect the way that the person that you're talking to receives your feedback … I am the patient's advocate for right now, so I'm going to say something.”

74. Tool 5 (continued) | Agency for Healthcare Research and Quality
    www.ahrq.gov/patient-safety/settings/hospital/red/toolkit/phone-roleplay.html
    March 01, 2025 - CALLER: I'm going to ask you a few questions about each one of your medicines to see if there is anything … CALLER: So tell me, how are you going to take your Lasix tomorrow? … CALLER: Now, I'm going to make sure you and I have the same information about your appointments and … How are you going to get there? PATIENT: My sister is going to take me.

75. Tool 5 (continued) | Agency for Healthcare Research and Quality
    www.ahrq.gov/es/patient-safety/settings/hospital/red/toolkit/phone-roleplay.html
    March 01, 2025 - CALLER: I'm going to ask you a few questions about each one of your medicines to see if there is anything … CALLER: So tell me, how are you going to take your Lasix tomorrow? … CALLER: Now, I'm going to make sure you and I have the same information about your appointments and … How are you going to get there? PATIENT: My sister is going to take me.

76. Organizational Embrace of CUSP to Improve Patient Safety (Transcript) | Agency for Healthcare Research and Quality
    www.ahrq.gov/hai/cusp/toolkit/content-calls/embrace.html
    April 01, 2013 - So I’m going to hand it over to Jeane Decosmo at the Maryland Hospital Association. … I’m going to tie this into our journey, how we used this information to make some decisions. … And so I invited Sean and his manager to my office, and while Sean might have thought there was going … So with that said, I’ll move it on to slide 30, and I’m going to turn it over to Judi. … You know, we had EOC rounds, we have all kinds of rounds that are always going on.

77. Strategies for Improving CAHPS Clinician & Group (CG-CAHPS) Survey Scores (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/20160315/improving-cg-cahps-scores-webcast-transcript.pdf
    March 01, 2016 - With that, I'm going to turn this over to Rick. … I'm going to talk about that more shortly. … I'm going to share with you some specifics about that area. … Small changes are not going to make a change in our CAHPS survey. … No one is ever going to yell at their doctor.

78. Strategy 2: Communicating for Improve Quality (Tool 5) (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/engagingfamilies/strategy2/Strat2_Tool_5_Comm_Comp_508.pdf
    June 02, 2025 - She’s a specialist that is going to help manage your sugar. … If it’s okay with you, she is going to talk with you. … “Who is going to help you once you get home? … “What is going well right now? What problems are you having?”

79. Introducing a Protocol To Obtain Patient Comments Using the CAHPS® Clinician & Group Survey (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/cahps-webinar-jan-2017-transcript.pdf
    January 01, 2017 - And as you do that, I'm going to read through the options. … Now, I'm going to ask one more. … And so, there were a couple things I'm going to cover. … If you're going to post them online, let them know that. … We're going to try to get to as many as possible.

80. Understanding SOPS Surveys: A Primer for New Users (Webcast) Transcript (pdf file)
    www.ahrq.gov/sites/default/files/wysiwyg/sops/events/webinar/SOPS101_Webcast_Transcript.pdf
    June 01, 2022 - I'm going to give you some examples here. … So now we're going to switch over to SOPS Research Datasets. … Famolaro, So now I'm going to turn it over back to Laura who's going to talk to you about SOPS resources … Now we're going to switch to the Q& A portion of the webcast. … Theresa, I'm going to send this next one to you.