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1. Strategy 6P: Service Recovery Programs | Agency for Healthcare Research and Quality
   ce.effectivehealthcare.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/customer-service/strategy6p-service-recovery.html
   April 01, 2022 - The Impact of Service Recovery Programs References    Download Strategy 6P:   Service Recovery … for service recovery. … Wendy Leebov, a national expert on service recovery in health care, service recovery is everybody's job … The Axioms of Service Recovery When problems with service do occur—and they will—your organization … Organizations with good customer service and service recovery programs are proactive and let the CEO,

2. Service Expectations and “ALWAYS” Behaviors (pdf file)
   ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/20131008_cg/service_expectations_poster.pdf
   January 31, 2014 - Service Expectations and “ALWAYS” Behaviors             Service … Expectations and “ALWAYS” Behaviors CHECK-IN Service Expectations  Acknowledge patients‘ presence …  If necessary, help patients find their way to their next destination HALLWAY Service Expectations … CHECK-OUT Service Expectations Associated “ALWAYS” Behaviors HALLWAY Service Expectations Associated … ROOM Service Expectation Associated “ALWAYS” Behaviors BEGINNING MIDDLE END OTHER

3. Strategy 6Q: Standards for Customer Service | Agency for Healthcare Research and Quality
   ce.effectivehealthcare.ahrq.gov/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/customer-service/strategy6q-custservice-standards.html
   March 01, 2020 - The box below provides an example of service standards for a pharmacy. … We will keep our members informed of unexpected delays in service. … service. … (Read an example of service standards.) … Implemented financial incentive program for Customer Service Representatives to promote the self-service

4. AHRQ Customer Service Standards | Agency for Healthcare Research and Quality
   ce.effectivehealthcare.ahrq.gov/contact/standards.html
   March 01, 2021 - Español FAQs Home About AHRQ Customer Service … SHARE: AHRQ Customer Service … the specific commitments of the Agency for Healthcare Research and Quality (AHRQ) to provide the best service … the specific commitments of the Agency for Healthcare Research and Quality (AHRQ) to provide the best service … We will evaluate and refine products, services, delivery mechanisms, and customer service based on feedback

5. Variation in the Implementation of California's Full-Service Partnerships | Agency for Healthcare Research and Quality
   ce.effectivehealthcare.ahrq.gov/practiceimprovement/delivery-initiative/gilmerstudysnapshot/index.html
   April 01, 2015 - philosophy, but higher for those related to service array and program structure. … Housing and service philosophy: Only 14 percent of respondents had at least 85 percent of participants … Service array and program structure: Most FSPs did not impose participation requirements for services … Directors of high-fidelity programs have prior experience with similar service models; view clients as … High-fidelity programs generally had a pre-existing service philosophy and approach that closely matched

6. Creating an Effective Customer Service Training Program (pdf file)
   ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/podcasts/CreatinganEffectiveCustomerServiceTrainingProgram20120501Transcript52312.pdf
   May 01, 2012 - Creating an Effective Customer Service Training Program Creating an Effective Customer Service … Lisa’s here today to offer her expertise on improving customer service. … https://www.cahps.ahrq.gov/News-and-Events/Podcasts.aspx Creating an Effective Customer Service … Focusing on rapport and communication and then advancing to conflict resolution and service recovery … http://www.cahps.ahrq.gov/ Creating an Effective Customer Service Program May 2012  Podcast

7. Implementing TeamSTEPPS to the Perioperative Service Area
   ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/teamstepps/webinars/2017-materials/teamstepps-webinar-051017.pptx
   January 01, 2017 - Implementing TeamSTEPPS to the Perioperative Service Area Implementing TeamSTEPPS to … the Perioperative Service Area May 10, 2017 TEAMSTEPPS 05.2 Slide ‹#› May TeamSTEPPS Monthly … TeamSTEPPS & get their support Socialize TeamSTEPPS with Perioperative Leaders: Surgical Chiefs of Service … Surgical Service Managers Anesthesia Leaders Develop an interdisciplinary core team of Peri Op TeamSTEPPS … TEAMSTEPPS 05.2 Slide ‹#› May TeamSTEPPS Monthly Webinar Establish the Training Mission Train the entire service

8. A-12. Measure 9: Physician satisfaction with service coordination (Alzheimer’s Service Coordination Program Physician Survey) | Agency for Healthcare Research and Quality
   ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/ccrm-atlas-suppl/ccrm-apptabA-12.html
   October 01, 2013 - Measure 9: Physician satisfaction with service coordination (Alzheimer’s Service Coordination Program … Measure 9: Physician satisfaction with service coordination (Alzheimer’s Service Coordination Program … Measure 9: Physician satisfaction with service coordination (Alzheimer’s Service Coordination Program … CCRM Atlas Measure 9: Physician satisfaction with service coordination (Alzheimer's Service Coordination … Measure 9: Physician satisfaction with service coordination (Alzheimer’s Service Coordination Program

9. Family Experiences with Coordination of Care (FECC) Measure: Care Coordinator Assisted with Specialist Service Referrals | Agency for Healthcare Research and Quality
   ce.effectivehealthcare.ahrq.gov/pqmp/measures/fecc-care-coordinator-assisted.html
   August 01, 2021 - Family Experiences with Coordination of Care (FECC) Measure: Care Coordinator Assisted with Specialist Service … Family Experiences with Coordination of Care (FECC) Measure: Care Coordinator Assisted with Specialist Service … Family Experiences with Coordination of Care (FECC) - 7: Care Coordinator Assisted with Specialist Service … Family Experiences with Coordination of Care (FECC) Measure: Care Coordinator Assisted with Specialist Service

10. Chapter 3. Development of the Data Infrastructure | Agency for Healthcare Research and Quality
    ce.effectivehealthcare.ahrq.gov/practiceimprovement/delivery-initiative/ihs/chapter3.html
    December 01, 2017 - and provider type, service dates, diagnostic codes, paid amounts). … Service Unit to the OIT population counts. … Health service utilization: Measures were created to assess inpatient and outpatient service use. … costs for 13 Cost Service Categories . i All Service Categories map to one Cost Service Category. … It is recognized the CHS may pay a percentage of the service costs.

11. Choosing a Service Line | Agency for Healthcare Research and Quality
    ce.effectivehealthcare.ahrq.gov/hai/tools/enhanced-recovery/choosing.html
    June 01, 2023 - Infections Program Tools Improving Surgical Care and Recovery Choosing a Service … Telemedicine Universal ICU Decolonization Protocol Choosing a Service … replacement, hip fracture, and emergency general surgery (appendectomy, cholecystectomy, and major abdominal) service … The two tools below emphasize questions to consider when selecting a service: (1) what are the existing … reviewed June 2023 Page originally created June 2023 Internet Citation: Choosing a Service

12. Appendix A: AHRQ/IHS Improving Health Care Delivery Data Project. Methods | Agency for Healthcare Research and Quality
    ce.effectivehealthcare.ahrq.gov/practiceimprovement/delivery-initiative/ihs/appendixa.html
    December 01, 2017 - Definition of Project Service Categories based on IHS Clinic Codes Outpatient service utilization is … reported by Service Category. … costs for 13 Cost Service Categories. … All Service Categories map to one Cost Service Category. … on service utilization.

13. Case Study: Improving Customer Service at Health Share of Oregon (pdf file)
    ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/quality-improvement/reports-and-case-studies/health-share-of-oregon-case-study.pdf
    September 01, 2016 - service in a health plan. … • Bringing customer service in-house • Hiring to support a culture of service • Meeting the needs of … customer service in-house For its first year and a half, Health Share’s customer service was handled … staff that would strive to understand what good service means to members and contribute to a service … Improving Customer Service at Health Share of Oregon 4 Another key aspect of Health Share’s service

14. Strategies for Improving Patient Experience with Ambulatory Care: Service Recovery Programs (pdf file)
    ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/access/cahps-strategy-6-p.pdf
    November 02, 2017 - Service Recovery Programs November 2017 6.P-1 6.P. SERVICE RECOVERY PROGRAMS 6.P.1. … for service recovery. … Wendy Leebov, a national expert on service recovery in health care, service recovery is everybody’s … Service Recovery Programs November 2017 6.P-4 The Axioms of Service Recovery When problems with … service recovery.

15. A-15. Measure 12: Clinician receipt of treatment plan from the service coordinator (ASCP Physician Survey) | Agency for Healthcare Research and Quality
    ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/ccrm-atlas-suppl/ccrm-apptabA-15.html
    October 01, 2013 - Measure 12: Clinician receipt of treatment plan from the service coordinator (ASCP Physician Survey) … Measure 12: Clinician receipt of treatment plan from the service coordinator (ASCP Physician Survey) … Measure 8: Plan of care includes at least one public and/or private community service/resource A-12 … Measure 9: Physician satisfaction with service coordination (Alzheimer’s Service Coordination Program … plan from the ASCP Service Coordinator while participating in the program.

16. Exhibit 5-9. Measure 9: Physician satisfaction with service coordination (Alzheimer’s Service Coordination Program [ASCP] Physician Survey) | Agency for Healthcare Research and Quality
    ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/clinical-community-relationships-measures-atlas/ccrm-atlas-ex59.html
    March 01, 2013 - Measure 9: Physician satisfaction with service coordination (Alzheimer’s Service Coordination Program … Measure 9: Physician satisfaction with service coordination (Alzheimer’s Service Coordination Program … ASCP) Physician Survey Purpose: Questionnaire asked clinician's satisfaction with the Alzheimer's Service … have at least six dementia patients and who referred family caregivers diagnosed with dementia to a service … Measure 9: Physician satisfaction with service coordination (Alzheimer’s Service Coordination Program

17. Strategies for Improving Patient Experience with Ambulatory Care: Standards for Customer Service (pdf file)
    ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/access/cahps-strategy-6-q.pdf
    November 01, 2017 - Standards for Customer Service November 2017 6.Q-1 6.Q. … STANDARDS FOR CUSTOMER SERVICE 6.Q.1. … customer service … Standards for Customer Service November 2017 6.Q-5 6.Q.3. …  Implemented financial incentive program for Customer Service Representatives to promote the self-service

18. Strategies for Improving Patient Experience with Ambulatory Care: Standards for Customer Service (pdf file)
    ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/quality-improvement/improvement-guide/6-strategies-for-improving/customer-service/cahps-strategy-6-q.pdf
    November 01, 2017 - Standards for Customer Service November 2017 6.Q-1 6.Q. … STANDARDS FOR CUSTOMER SERVICE 6.Q.1. … customer service … Standards for Customer Service November 2017 6.Q-5 6.Q.3. …  Implemented financial incentive program for Customer Service Representatives to promote the self-service

19. Chapter 2. Project Implementation | Agency for Healthcare Research and Quality
    ce.effectivehealthcare.ahrq.gov/practiceimprovement/delivery-initiative/ihs/chapter2.html
    December 01, 2017 - The Project Planning Group identified 14 project sites (i.e., Service Units) to invite to participate … ), service system characteristics, and willingness and ability to participate. … d Representatives from all 14 Service Units were invited to attend. … separate analyses, or to provide site-specific reports for the Service Units. … data for all 14 Service Units. f The site-specific reports and Excel tables were provided in 2012.

20. AHRQ National Research Service Award (NRSA) Program | Agency for Healthcare Research and Quality
    ce.effectivehealthcare.ahrq.gov/funding/training-grants/nrsa.html
    December 01, 2022 - Home Funding & Grants Training & Education Funding AHRQ National Research Service … Postdoctoral fellows incur a service obligation for their initial 12 months of NRSA postdoctoral support … The 13th and subsequent months of NRSA support are acceptable postdoctoral payback service, and fellows … Fellows carry out the service obligation by engaging in health-related biomedical, behavioral, and/or … NIH provides further information on service obligations related to this award.