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1. CAHPS QI The Case for Improving Patient Experience (pdf file)
   cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/podcasts/The_Case_for_Improving_Patient_Experience_-2011_10_01_Transcript.pdf
   January 01, 2011 - And all the other areas of our business if we want to do well with things, we measure them and make sure … One is sort of a general sense of where things are at and how we are doing. … Larry Morrissey Well I think one of the things that we did was to be persistent. … So we tried to look at things that were correlated with that and we felt the communication questions … and you need to bring things up.

2. CAHPS Child Hospital Survey Measures | Agency for Healthcare Research and Quality
   cahps.ahrq.gov/cahps/surveys-guidance/hp/about/child-survey-measures.html
   June 01, 2017 - Between You and Your Child’s Nurses Q14 Nurses listened carefully to parent Q15 Nurses explained things … Nurses Communicate With Your Child Q8  Nurses listened carefully to child Q9  Nurses explained things … Doctors Communicate With Your Child Q11 Doctors listened carefully to child Q12 Doctors explained things … told parent how to report mistakes Helping Your Child Feel Comfortable Q21 Providers asked about things … a family knows best about child Q35 Hospital had things available that were right for child’s age

3. Practical Strategies for Gathering Feedback Directly from Patients (pdf file)
   cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/podcasts/Qualitative_Methods_2012_04_11_Transcript.pdf
   January 01, 2012 - And we've also seen that it actually really helps in fundraising and other things where you really might … or problematic things they've experienced. … As the person goes through the walkthrough, they have a place to note their observations, things that … they think are really good, things they think might need to be changed, and we also ask them to write … If you ask your patients to get undressed or to do various things as part of a visit, you do those things

4. 2024 HCBS CAHPS Survey Database Chartbook (pdf file)
   cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/cahps-database/2024-hcbs-chartbook.pdf
   January 01, 2024 - that are important 10% 25% 64% 5,411 Staff knew what's on the service plan, including the things … in community 56% 20% 23% 5,555 Needed more help to do things in community* (Negatively Worded)^ … that are important to you • Some of the things that are important to you • Most of the things … In the last 3 months, did your job coach encourage you to do things for yourself if you could? … the things that are important to you Always or All the things that are important to you Global

5. Child Hospital Survey (pdf file)
   cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/surveys-guidance/hospital/about/child-hcahps-english-survey-954a.pdf
   May 12, 2016 - During this hospital stay, how often did your child’s nurses explain things in a way that was easy … During this hospital stay, how often did your child’s doctors explain things in a way that was easy … During this hospital stay, how often did your child’s nurses explain things to you in a way that was … During this hospital stay, did providers ask you about these types of things? … Tests in the hospital can include things like blood tests and x-rays.

6. Patient Experience Measures from the CAHPS® Child Hospital Survey (pdf file)
   cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/surveys-guidance/hospital/about/measures-child-hcahps-909.pdf
   March 20, 2017 - Q14 Nurses listened carefully to parent Q15 Nurses explained things to parent in a way that was easy … Q8 Nurses listened carefully to child Q9 Nurses explained things to child in a way that was easy to … Q11 Doctors listened carefully to child Q12 Doctors explained things to child in a way that was easy … The survey also asked whether the hospital had things like toys, books, and games that were right for … Q21 Providers asked about things a family knows best about child Q35 Hospital had things available

7. 2023 Child HCAHPS Survey Database Chartbook (pdf file)
   cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/cahps-database/2023-child-hcahps-chartbook.pdf
   January 01, 2023 - Child's Doctors 86% of respondents reported that doctors always listened carefully, explained things … Well Doctors Communicate With Your Child Doctors listened carefully to child Doctors explained things … During this hospital stay, did providers ask you about these types of things? … (Q21) • Yes, definitely • Yes, somewhat • No Hospitals can have things like toys, books, mobiles … During this hospital stay, did the hospital have things available for your child that were right for

8. Summary of Key Recommendations for Administering NH-CAHPS Long-Term Resident Survey (doc file)
   cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/surveys-guidance/nh/nursing-home-long-stay-eng-651a.doc
   March 09, 2007 - , my name is {INTERVIEWER NAME} and I was hoping you’d have some time to talk to me today about how things … Before we start, let me tell you a few things about this survey. … [HAND R SHOWCARD 1: 0-10] Now let’s talk about how you feel about things at this nursing home and how … Are you able to move your arms to reach things that you want? … We’d like to find out about whether you can reach the things you need in your room.

9. Use the Teach-Back Method: Tool 5 | Agency for Healthcare Research and Quality
   cahps.ahrq.gov/health-literacy/improve/precautions/tool5.html
   February 01, 2024 - of Internet Resources Overview It is important to confirm that you have explained things … example, you could say,  "We've gone over a lot of information, and I want to make sure I explained things … So tell me, what do you think are the three most important things to know about diabetes?" … "I want to make sure I've done my job well and explained things clearly. … If teach-back uncovers a misunderstanding, explain things using a different approach, and ask patients

10. Staying Active and Healthy with Blood Thinners - Transcript | Agency for Healthcare Research and Quality
    cahps.ahrq.gov/patients-consumers/diagnosis-treatment/treatments/btpills/stayactive-tr.html
    September 01, 2015 - There are many things you can do to remind yourself to take a pill at the same time each and every day … For instance, your clinician might want you to be careful about the things you eat or drink that are … taking a blood thinner doesn't mean that you have to drastically alter your daily life or stop doing the things … We've explained why your doctor may have prescribed it, and we've shared a number of things to keep in … By doing these things, you are sure to have success in integrating your blood thinner therapy into your

11. Teach-Back Teach-Back Teach-Back: Role Play Scenarios (pdf file)
    cahps.ahrq.gov/sites/default/files/wysiwyg/professionals/quality-patient-safety/patient-family-engagement/pfeprimarycare/teach-back-role-play-final508.pdf
    April 05, 2018 - Things To Look For � Did the clinician use teach-back starter phrases such as “I want to make sure that … I explained things clearly, can you tell me…” � Did the clinician use plain language (not medical … Things To Look For � Did the clinician use teach-back starter phrases such as “I want to make sure … that I explained things clearly, can you tell me…” � Did the clinician use plain language (not medical … Things To Look For � Did the clinician use teach-back starter phrases such as “I want to make sure

12. Lepprebehsurvey (pdf file)
    cahps.ahrq.gov/sites/default/files/wysiwyg/professionals/education/curriculum-tools/teamstepps/lep/handouts/lepprebehsurvey.pdf
    October 03, 2012 - The next questions focus on some things we will cover in the TeamSTEPPS training on LEP patient safety … for example, to get an interpreter to the encounter or to make sure the doctor or nurse explained things

13. Summary of Key Recommendations for Administering NH-CAHPS Long-Term Resident Survey (pdf file)
    cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/surveys-guidance/nh/nursing-home-long-stay-eng-651a.pdf
    March 09, 2007 - my name is {INTERVIEWER NAME} and I was hoping you’d have some time to talk to me today about how things … Before we start, let me tell you a few things about this survey. … [HAND R SHOWCARD 1: 0-10] Now let’s talk about how you feel about things at this nursing home and … Are you able to move your arms to reach things that you want? … We’d like to find out about whether you can reach the things you need in your room.

14. Preventing CAUTI in Specialized Patient Populations: The ICU | Agency for Healthcare Research and Quality
    cahps.ahrq.gov/hai/cauti-tools/archived-webinars/preventing-cauti-specialized-populations-icu-slides.html
    December 01, 2017 - the patient wants it in Everyone still wants ‘ins and outs’ every hour There are so many other things … to discuss on rounds Slide 51 So why is it so hard to change things? … the patient wants it in Everyone still wants ‘ins and outs’ every hour There are so many other things … in the ED is short Time for care in the ICU is long Slide 54 So why is it so hard to change things … Slide 60 So why is it so hard to change things? What is YOUR biggest barrier?

15. Implementing the New CAHPS® Protocol for Obtaining Patient Comments About Their Care (pdf file)
    cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/nyp-webinar-grob-narrative-elicitation-protocol.pdf
    October 29, 2018 - What are the most important things that you look for in a healthcare provider and the staff in his or … When you think about the things that are most important to you, how do your provider and the staff in

16. TeamSTEPPS 2.0 Module 4: Leading Teams
    cahps.ahrq.gov/sites/default/files/wysiwyg/teamstepps/instructor/onlinecourse/tsonlinemodule4.pptx
    March 10, 2006 - And then, finally, one of the things that happens is there always is some conflict which occurs. … And when doing so, a number of things have to be considered as part of that. … So all of these things factor into that. Now, on the other side, there are administrative areas. … , but to take advantage of the opportunity to look at when things went well. … Now, when you do debriefs, it's important to keep several things in mind.

17. Creating an Improvement Culture (pdf file)
    cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/podcasts/Creating_an_Improvement_Culture_2011_10_01_Transcript.pdf
    January 01, 2011 - revolution at improving the service at the Registry of Motor Vehicles and in fact, we learned many things … And one of the interesting things about patient experience that we found from other hospitals -- because … is where we are using words and training our staff to use these words consistently to do different things … One of the things that we’ve learned is that at first you have to direct, this is not an option, it’ … One of the things I say to folks is when they ask me “what’s the first thing I could do about improving

18. Implementing the New CAHPS® Protocol for Obtaining Patient Comments About Their Care (pdf file)
    cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/nyp-webinar-shaller-closing.pdf
    October 29, 2018 - here 53 www.ahrq.gov/cahps Get CAHPS News and Announcements • Want to stay up to date on all things

19. 4. Overlap and Coordination of Federal Agency Research Portfolios in HSR and PCR | Agency for Healthcare Research and Quality
    cahps.ahrq.gov/healthsystemsresearch/hspc-research-study/overlap-and-coordination.html
    June 01, 2020 - So, I’m trying to read all of these things and it’s blurry. … But I don’t have a specific area where I would say these two things are overlapping and one of them needs … So we are focusing a little more on things that have elements that are more specific to care in the VA … Another way we work with [other agencies] . . . is we partner with them on things where we have value … And some things that may be very meaningful on one particular day for an agency may be relevant, you

20. Use of "Roll-ups" to Report CAHPS Survey Results and Other Quality Measures (pdf file)
    cahps.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/podcasts/use-roll-ups-20111001-transcript.pdf
    July 10, 2011 - Did the doctors explain things in a way that you could understand? … example, that might evaluate your entire out-patient episode or in- patient stay, so it might include things … But on the other hand, things can become so simplified in a roll-up measure that combines across multiple