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1. CAHPS QI The Case for Improving Patient Experience (pdf file)
   patientregistry.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
   patientregistry.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. An Update on the CAHPS Patient Narrative Item Sets - Martino (pdf file)
   patientregistry.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/cahps-patient-narrative-martino.pdf
   June 01, 2021 - Q# Beta Version (released 2017) Final Version (released June 2021) Q1 What are the most important things … What are the most important things that you look for in a healthcare provider and their staff? … Q2 When you think about the things that are most important to you, how do your provider and the staff … When you think about the things that are most important to you, how do this provider and their staff … [INSERT OPTIONAL TEXT HERE] Q1 What are the most important things that you look for in a healthcare

4. Practical Strategies for Gathering Feedback Directly from Patients (pdf file)
   patientregistry.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

5. 2024 HCBS CAHPS Survey Database Chartbook (pdf file)
   patientregistry.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

6. Child Hospital Survey (pdf file)
   patientregistry.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.

7. Strategy 2: Communicating for Improve Quality (Tool 4) (doc file)
   patientregistry.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/engagingfamilies/strategy2/Strat2_Tool_4_Poster_508.docx
   February 10, 2011 - timely and complete information about your care 0TAsk0T about and listen to your concerns 0TExplain0T things … doctors and nurses tell you.0T Repeat back what they say in your own words to make sure they explained things

8. 2023 Child HCAHPS Survey Database Chartbook (pdf file)
   patientregistry.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

9. Summary of Key Recommendations for Administering NH-CAHPS Long-Term Resident Survey (doc file)
   patientregistry.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.

10. Implementing the New CAHPS Protocol for Obtaining Patient Comments About Their Care (pdf file)
    patientregistry.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/implementing-new-protocol-transcript.pdf
    October 01, 2018 - So without further ado I'm turning things over now to Caren. Caren? … But they’re balanced in that they accurately reflect the positive and negative things that actually … First, we ask, what are the most important things that you look for in a health care provider and the … Then we go onto focus about things that have gone well in experiences. … And then we asked the same question about things that you wish had gone differently.

11. Staying Active and Healthy with Blood Thinners - Transcript | Agency for Healthcare Research and Quality
    patientregistry.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

12. Teach-Back Teach-Back Teach-Back: Role Play Scenarios (pdf file)
    patientregistry.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

13. Summary of Key Recommendations for Administering NH-CAHPS Long-Term Resident Survey (pdf file)
    patientregistry.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
    patientregistry.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)
    patientregistry.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
    patientregistry.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)
    patientregistry.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)
    patientregistry.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. Use of "Roll-ups" to Report CAHPS Survey Results and Other Quality Measures (pdf file)
    patientregistry.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

20. AHRQ SHARE Approach Training and Implementation Success Story (pdf file)
    patientregistry.ahrq.gov/sites/default/files/wysiwyg/professionals/education/curriculum-tools/shareddecisionmaking/success-stories/share_approach_success_story5_anthem-patel.pdf
    May 01, 2016 - But, as with most things, putting them into practice or seeing them live is a whole other story.” … But, as with most things, putting them into practice or seeing them live is a whole other story.” … In Patel’s experience, the interactive part of the training is “one of the things they [participants]