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ce.effectivehealthcare.ahrq.gov/practiceimprovement/delivery-initiative/ihs/chapter4.html
December 01, 2017 - recognize there are differences in the populations living in each site, as well as in the sites’ health service … The health service systems within each project site also vary by organizational type (i.e., IHS or Tribal … Tribal health program may seek to provide health services for AI/ANs living in the project site (i.e., Service … Unit) as well as for AI/ANs from the Tribe who live outside of the IHS Service Unit. … program may focus the provision of specific services in geographic areas that are smaller than the IHS Service
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ce.effectivehealthcare.ahrq.gov/cahps/surveys-guidance/hp/about/Medicares-CAHPS-HP-Survey.html
December 01, 2023 - includes versions for Medicare Advantage plans (including PPOs), Prescription Drug Plans, and the fee-for-service … Customer Service.
Getting Needed Prescription Drugs.
Care Coordination. … Learn about the Fee-for-Service CAHPS Survey .
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/quality-improvement/reports-and-case-studies/Case_Study_Specialty_Practice_Updated.pdf
October 01, 2011 - Improving Customer Service and Access in a Surgical Practice
WORKING
P A P E R
Improving Customer … , facility id, and date of service.
26
Call-abandonment rate. … These data confirmed problems with customer service and access. … service, hold protocol, and correct closure. … • Examine the myths of good customer service.
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/cahps-lessons-improving-scores.pdf
October 01, 2020 - member feedback
• declining survey response rate
16
Opportunity Identification
CAHPS® Customer Service … Directory
New JIRA process for staff to submit Provider Directory updates
19
Results: Customer Service … Measure 2016 2017 2018 2019 2020
Customer Service Composite 85.40% 90.65% 90.42% 91.01% 91.86%
• Get … 85.44% 87.70%
• Treated with courtesy and
respect
91.97% 97.27%
*
97.01% 96.59% 96.02%
Customer Service … CAHPS Customer Service 2017 improvements
have held and grown through 2020
20
Results: Rating
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/20131008_cg/4_Rick_Evans_slides_41-46.pdf
January 01, 2013 - Busting: Using the CG-CAHPS 12-Month Survey for Quality Improvement
The Practice Engagement Model
Service … Recovery programs
• MD Communication Scores
and Coaching
MGH Service Academy
Leader Modules … Recovery
• Hourly Rounding
For Staff
• Best Practices Outlined Above
• Service Expectations
• … Service Refresher
• Survey Basics
Why CG-CAHPS? … Using the 12-Month CG-CAHPS Survey for Service Improvement
Dean Clinic A member of SSM Healthcare
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/medicaidreadmitguide/mcaidread_tool11_comm_resource.docx
September 12, 2016 - perceive that no community resources are available, even though community behavioral health and social service … provider; call 2 days before discharge]
[Service provider, such as Aging and Disability Resource … [Name]
Contact Name, Number:
Service:
Eligibility:
Food [Name]
Contact Name, Number:
Service: … :
Service:
Eligibility:
Volunteer Navigators/Assistants [Name]
Contact Name, Number:
Service: [e.g … Hours: Planned service routes at 6am, 12pm, and 6pm, Mon-Fri.
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ce.effectivehealthcare.ahrq.gov/practiceimprovement/delivery-initiative/ihs/chapter7.html
December 01, 2017 - Previous to this project, IHS had such data for only one Service Unit. 3 , 10 Key FY2010 findings include … Findings concerning hospital ED and inpatient service utilization may be used to identify opportunities … Third, CHS data include health service utilization information for services obtained at non-IHS providers … Because the project was designed to examine service use and treatment costs within IHS, we believe this … n In such situations, reports based on data compiled with Service Unit data, such as the IHS Diabetes
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ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/clinical-community-relationships-measures-atlas/ccrm-atlas-ex58.html
March 01, 2013 - Measure 8: Plan of care includes at least one public and/or private community service/resource (Wrap-Around … Measure 8: Plan of care includes at least one public and/or private community service/resource (Wrap-Around … Security Income) and/or private (e.g., private therapists/counselors, drug rehab centers) community service … Measure type:
Process
Date:
2003
Preventive service / USPSTF:
Other–Mental Health *
Clinical … "Yes" only if one public and/or private service is included in the plan.
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ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/clinical-community-relationships-measures-atlas/ccrm-atlas-ex522.html
March 01, 2013 - Measure 22: The quality of the service provided by community resource to a practice (GP-LI) … Measure 22: The quality of the service provided by community resource to a practice (GP-LI) … Format/data source:
Health professional survey
Measure type:
Outcome
Date:
2005
Preventive service … a linkage with, rate on a scale of 0-5 (0 being the lowest and 5 being the highest), the quality of service … Measure 22: The quality of the service provided by community resource to a practice (GP-LI).
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/pqmp/measures/availability/chipra-236-section-1-tables-1-2.pdf
October 11, 2018 - Place of Service Codes
Place of Service Code
School 03
Homeless Shelter 04
Indian Health Service … Free-standing Facility 05
Indian Health Service Provider-based Facility 06
Tribal 638 Free-standing
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ce.effectivehealthcare.ahrq.gov/practiceimprovement/delivery-initiative/ihs/chapter5.html
December 01, 2017 - Second, the Audit is based on data compiled with Service Unit data rather than NDW data. … Health Service Utilization
NDW and CHS data were used to assess health service utilization among all … Tables 14-18 include information on inpatient service utilization; findings concerning utilization of … services they obtained in that project site and in other IHS Service Units, even if the other Service … As noted above, the types of inpatient services provided across service units vary.
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ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/ccrm-atlas-suppl/ccrm-apptabA-3.html
October 01, 2013 - 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 … Measure 12: Clinician receipt of treatment plan from the service coordinator (ASCP Physician Survey) … /resource (Wrap-Around Observation Form-2)
9
Physician satisfaction with service coordination (Alzheimer … ’s Service Coordination Program [ASCP] Physician Survey)
10
Changes in clinicians’ knowledge of available
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ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/ccrm-atlas-suppl/ccrm-apptabA-14.html
October 01, 2013 - 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 … Measure 12: Clinician receipt of treatment plan from the service coordinator (ASCP Physician Survey) … Survey
Purpose:
Physicians are asked whether they would refer their patients to the Alzheimer's Service … have at least six dementia patients and who referred family caregivers diagnosed with dementia to a service
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ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/ccrm-atlas-suppl/ccrm-apptabA-13.html
October 01, 2013 - 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 … Measure 12: Clinician receipt of treatment plan from the service coordinator (ASCP Physician Survey) … with community resource
Element/
relationship:
Clinic/clinician
Instrument:
Alzheimer's Service … have at least six dementia patients and who referred family caregivers diagnosed with dementia to a service
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/recent-insights-webcast-elliott.pdf
July 01, 2013 - None (referent) $20
USPS mail followed by
phone (referent) Standard Approach X
Overnight delivery
service … followed by
phone
X X
Email survey attempt
followed by overnight
delivery service followed
by … Rate
• Average effects (p<.001 for all)
► +15% Incentive (vs. none)
►+14% Email/Overnight delivery service … /phone (vs. standard)
► +12% Overnight delivery service/phone (vs. standard)
• Incentive effect was … ) may grab attention, connote
importance
• Effect of preceding overnight delivery service/phone with
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ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/ccrm-atlas-suppl/ccrm-apptabA-1.html
October 01, 2013 - 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 … Measure 12: Clinician receipt of treatment plan from the service coordinator (ASCP Physician Survey) … resource
Patient- community resource
Structure domains
Information technology infrastructure
Service … Stage of behavior change
Marketing results
Patient experience
Cost/efficiency
Delivery of service
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ce.effectivehealthcare.ahrq.gov/practiceimprovement/delivery-initiative/ihs/chapter8.html
December 01, 2017 - Service Utilization Measures
Clinical Pharmacy Services
We used provider codes, clinic codes, and … CPT codes to identify this type of service. … In addition, IHS may consider modifying the place of service codes included in the fiscal intermediary … data to include more detailed information on service type. … For example, Medicare place of service codes may be used.
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ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/ccrm-atlas-suppl/index.html
October 01, 2013 - 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 … 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 … Measure 12: Clinician receipt of treatment plan from the service coordinator (ASCP Physician Survey)
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ce.effectivehealthcare.ahrq.gov/prevention/resources/chronic-care/ccrm-atlas-suppl/ccrm-apptabA-16.html
October 01, 2013 - 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 … Measure 12: Clinician receipt of treatment plan from the service coordinator (ASCP Physician Survey) … and goal setting
Element/
relationship:
Clinic/clinician-patient
Instrument:
Alzheimer's Service … have at least six dementia patients and who referred family caregivers diagnosed with dementia to a service
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/pqmp/measures/availability/chipra-236-tech-specs.pdf
October 16, 2018 - A higher rate indicates better performance, as reflected by increased availability of
service. … Pediatricians 2080P0006X
Outpatient Care Any visit within the measurement year with a place of service … Developmental/Behavioral
Pediatricians
Description
Calculation
Definitions
Table AVS3-B: Place of Service … Codes
Place of Service Code
School 03
Homeless Shelter 04
Indian Health Service Free-standing Facility … 05
Indian Health Service Provider-based Facility 06
Tribal 638 Free-standing Facility 07
Tribal 638