Podcasts | Consumer Assessment of Healthcare Providers and Systems (CAHPS) | www.cahps.ahrq.gov

Podcasts | Consumer Assessment of Healthcare Providers and Systems (CAHPS) | www.cahps.ahrq.gov

Final Two CAHPS Podcasts Address Customer Service Training and Health Literacy

The Agency for Healthcare Research and Quality’s CAHPS Consortium has released the last two audio podcasts in a series focused on improving patients’ experiences.
Creating an Effective Customer Service Training Program: The tenth podcast features Lisa Sergy, formerly assistant director of BRITE Training at the UCLA Health System Faculty Practice Group. In this podcast, Lisa discusses how the BRITE program trains ambulatory staff to provide better customer service to patients.
Tackling Low Health Literacy Among Primary Care Patients: A Model from Missouri: The eleventh and final podcast features Stan Hudson, associate director of the Center for Health Policy at the University of Missouri. In this podcast, Stan describes an approach to improving experiences with care for patients with low health literacy.
Both podcasts are available on the CAHPS Web site at https://www.cahps.ahrq.gov/News-and-Events/Podcasts.aspx.

Check out the other podcasts in this series:

• Understanding the Factors that Affect Care Coordination (Audio): Melinda Karp, director of strategic planning and development for Massachusetts Health Quality Partners (MHQP)
• A Breakthrough Approach to Improving CAHPS Communication (Video): Wendy Leebov, CEO of Leebov Golde & Associates
• Practical Strategies for Gathering Feedback Directly from Patients (Audio): Susan Edgman-Levitan, executive director of the Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital and co-principal investigator on the Yale CAHPS Team
• Identifying Areas to Improve (Audio): Donna Farley, senior health policy analyst at RAND and co-lead of the RAND CAHPS Team
• Advancing Quality Through Teamwork at Multiple Level (Audio): Marjie Harbrecht, CEO of HealthTeamWorks
• The Role of Human Resources Staff in Improvement Efforts (Video): Wendy Leebov, president and CEO of Leebov Golde & Associates
• The Role of Leadership in Improvement Efforts (Audio): Gregg Meyer, formerly the senior vice president of Massachusetts General Hospital and Physicians Organization and director of the Edward P. Lawrence Center for Quality and Safety
• Creating an Improvement Culture (Video): Patrick Jordan, chief operating officer of Newton-Wellesley Hospital
• The Case for Improving Patient Experience (Audio): Dr. Larry Morrissey, medical director of quality improvement at the Stillwater Medical Group

---

Visit the CAHPS Web site at https://www.cahps.ahrq.gov. You can access other resources for QI on the CAHPS Web site at https://www.cahps.ahrq.gov/Quality-Improvement.aspx. Send comments and questions to cahps1@westat.com or 1-800-492-9261.