-
www.ahrq.gov/sites/default/files/wysiwyg/cahps/quality-improvement/reports-and-case-studies/ExecSummcaseplancustsvce-RAND7607.pdf
July 01, 2007 - health plan to improve
customer service for its members. … • Focused on improving customer service,
based on the CAHPS survey results
showing poor customer service … • Expected that its increased focus on customer service and some improvements in
telephone service … Plan Has a False Start; Fails to Meet Customer Service Goals
Initial gains in customer service performance … The Plan Met Its Customer Service Performance Goals by the End of 2000
13
The Service Improvement
-
www.ahrq.gov/evidencenow/model/index.html
March 01, 2023 - extension program, which in turn is based on the successful 100-year-old national Agricultural Extension Service … Just as farmers have profited from the Agricultural Extension Service, primary care practices benefit … can benefit from this support, just like large farms still consult with the Agricultural Extension Service … The extension service is a continuous resource for the practices with which it partners. … Practices may participate in some, but not all, of the initiatives led by the service.
-
www.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.
-
www.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) … community resource
Element/
relationship:
Clinic/clinician
Instrument:
Alzheimer's Service … source:
Health Professional Survey
Measure type:
Outcome
Date:
1997
Preventive service
-
www.ahrq.gov/prevention/guidelines/tobacco/clinicians/presentations/2008update-full/slide01.html
October 01, 2014 - Public Health Service Clinical Practice Guideline
August 2009
Image: This and all following slides … have the abbreviation PHS (Public Health Service) next to a squiggle graphic along the side.
-
www.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
-
www.ahrq.gov/patient-safety/settings/long-term-care/resource/hcbs/findings/find3.html
December 01, 2012 - Waivers may include a wider range of service types than can be provided under State plans. … provided on a fee-for-service basis. … plan service. … or 1915(c) waiver service. … appear to be a covered service under the available waivers.
-
www.ahrq.gov/sites/default/files/wysiwyg/pcor/logic-model-healthcare-extension-service.pdf
September 03, 2024 - AHRQ’s Healthcare Extension Service, State-based Solutions to Healthcare Improvement
AHRQ’s Healthcare … Extension Service, State-based Solu ons to Healthcare Improvement
National Coordinating Center (NCC … delivery of quality
care for patients in the safety net
Increased knowledge of healthcare extension
service
-
www.ahrq.gov/patient-safety/settings/long-term-care/resource/hcbs/findings/tab6.html
December 01, 2012 - Tables
Technical Appendix
State
Total HCBS Users
Type of 1915(c) Waiver Service … s
s
52
1,022
1,283
na
Notes:
Use defined as positive Medicaid payment for the service … An individual can use more than one service.
a. Missing MAX data.
b. … na = Not applicable because the State does not cover the service under its waivers and there was no reported
-
www.ahrq.gov/patient-safety/settings/long-term-care/resource/hcbs/findings/tab12.html
February 01, 2023 - Outcome Indicator
Person Used Service
Personal Care
Case Management
Adult Day/ Health Care … Use defined as positive Medicaid payment for the service at any point during the year. … An individual can use more than one service.
-
www.ahrq.gov/sites/default/files/wysiwyg/cahps/quality-improvement/reports-and-case-studies/cgcahps-webcast-brief-2014.pdf
January 01, 2014 - The service department
shadowed staff and provided feedback. … employees on customer service expectations. … The Practice Engagement Model: Service
Cabinets
The service department uses a collaborative
improvement … Each service cabinet is
chaired by local leadership rather than by the
service department. … For example, in an effort to
establish consistency in customer service across
clinical areas, the service
-
www.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/20141022_cg/cgcahps-webcast-brief-2014.pdf
January 01, 2014 - The service department
shadowed staff and provided feedback. … employees on customer service expectations. … The Practice Engagement Model: Service
Cabinets
The service department uses a collaborative
improvement … Each service cabinet is
chaired by local leadership rather than by the
service department. … For example, in an effort to
establish consistency in customer service across
clinical areas, the service
-
www.ahrq.gov/news/newsroom/case-studies/cp30805.html
October 01, 2014 - Public Health Service Commissioned Officers Use AHRQ Emergency Preparedness Resources in Training … Public Health Service, Kimberly Elenberg, MS, RN, used AHRQ materials during a five-week field emergency … Public Health Service, the Surgeon General's Office of Force Readiness and Deployment collaborated with … also learned about the Pandemic All-Hazards Preparedness Act, a bill that amended the Public Health Service … Preparedness
Geographic Location:
National
Implementer:
Public Health Service
-
www.ahrq.gov/news/newsroom/case-studies/cp31203.html
October 01, 2014 - A new law in 2003 also reduced the required years of service for each program to be more in line with … The minimum service requirement was reduced from 10 to 6 years for the scholarship program and from 8 … Pathman's research was really pivotal in showing the need to reduce the service years required and was … The remaining three programs had a service obligation of 5 years. … Pathman's research in changing the service year commitment was a great idea and we had hoped it would
-
www.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
-
www.ahrq.gov/practiceimprovement/delivery-initiative/ihs/execsumm.html
December 01, 2017 - Health Service Utilization
Hospital inpatient service utilization includes use of I/T services and … Department of Health and Human Services, Indian Health Service. … Department of Health and Human Services, Indian Health Service. … Public Health Service, Office of the Chief Pharmacist; 2011.
4 U.S. … Department of Health and Human Services, Indian Health Service.
-
www.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.
-
www.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. … not compiled for the I/T facilities in the Service Units.
-
www.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
-
www.ahrq.gov/practiceimprovement/delivery-initiative/ihs/chapter7.html
December 01, 2017 - Delivery Data Project was designed to provide information on the prevalence of comorbidities, health service … 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 … 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