Download Final Presentations from the CAHPS 10th User Group Meeting

Presentations are grouped by session type. Select a link below to jump to a session.

• Keynote Presentations
• CAHPS College Sessions
• Ambulatory Care Track Sessions
• CAHPS Hospital Survey Sessions
• CAHPS Facility Survey Sessions
• Specific Population Track Sessions
• CAHPS Benchmarking Database

Keynote Presentations

Keynote presentations by experts in health care quality

• Facing the Numbers ( PDF [ - 259.92 KB] )
  Jennifer Daley, M.D., Senior Vice President and Chief Medical Officer, Tenet Healthcare Corporation
• AHRQ’s CAHPS Program: Advancing the Measurement of Patient-Centered Care ( PDF [ - 479.23 KB] )
  Carolyn M. Clancy, M.D., Director, Agency for Healthcare Research and Quality

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CAHPS College Sessions

• CAHPS History ( PDF [ - 79.47 KB] )
  Christine Crofton, Ph.D., Agency for Healthcare Research and Quality
• Instrument Development for CAHPS Surveys Presented by the CAHPS User Network ( PDF [ - 331.9 KB] )
  Patricia Gallagher, Ph.D., Center for Survey Research, University of Massachusetts-Boston, Harvard CAHPS Team
• CAHPS Principles ( PDF [ - 82.64 KB] )
  Roger Levine, Ph.D., American Institutes for Research
• Status of Products ( PDF [ - 76.67 KB] )
  Julie A. Brown, RAND Corporation
• Conducting a CAHPS Survey ( PDF [ - 99.38 KB] )
  San Keller, Ph.D., American Institutes for Research
• Using CAHPS Survey Results: Reporting to the Public ( PDF [ - 88.91 KB] )
  Shoshanna Sofaer, Dr.P.H., Baruch College, Harvard CAHPS Team
• Using CAHPS Surveys to Improve Patients' Experiences with Care ( PDF [ - 414.45 KB] )
  Margarita Hurtado, Ph.D., American Institutes for Research.
• CAHPS User Network ( PDF [ - 517.53 KB] )
  Nancy Gay, Westat

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Ambulatory Care Track Sessions

Implementing the CAHPS Health Plan Survey: What You Can Expect from NCQA & CMS

• Changes in the 2006 Medicare CAHPS Survey and Survey Administration ( PDF [ - 96.32 KB] )
  Amy Heller, M.P.H., Ph.D., CAHPS Project Officer, Centers for Medicare & Medicaid Services
• CAHPS Health Plan Survey 4.0H : A “Users’” Perspective from NCQA ( PDF [ - 229.76 KB] )
  Sarah Hudson Scholle, M.P.H., Dr.P.H., Assistant Vice President, National Committee for Quality Assurance

Implementing the CAHPS Clinician & Group Survey

• ABMS/CAHPS Collaboration ( PDF [ - 785.46 KB] )
  Stephen H. Miller, M.P.H., M.D., President, American Board of Medical Specialties
• DoD’s Use of the CAHPS Clinician & Group Survey ( PDF [ - 461.15 KB] )
  LTC Dawn Erckenbrack, M.A., M.H.A., Ed.D., FACHE, Office of the Assistant Secretary of Defense (Health Affairs)/TMA

Using Ambulatory Care Surveys to Improve Quality

• Use of the CAHPS Clinician & Group Survey in Boards’ Maintenance of Certification ( PDF [ - 375.91 KB] )
  F. Daniel Duffy, M.D., Executive Vice President, American Board of Internal Medicine
• Using Care Experience Data for Quality Improvement ( PDF [ - 70.69 KB] )
  Richard Marshall, M.D., Chief Medical Officer, Harvard Vanguard Medical Associates

Real-World Implementation Issues: Reports from Clinician & Group Field Test Partners

• Real World Implementation Issues: Reports from CAHPS Clinician & Group Survey Field Test Partners [session overview] ( PDF [ - 76.24 KB] )
  Dale Shaller, M.P.A., Shaller Consulting
  [presentation delivered by Samantha Sheridan]
• Real World Implementation Issues- CAHPS Clinician & Group Field Test ( PDF [ - 1.4 MB] )
  Clifford Rowley, M.P.H., Director, Member Service and Satisfaction, HealthPlus of Michigan
• Real World Implementation Issues- Field Testing CAHPS Clinician & Group Survey ( PDF [ - 82.96 KB] )
  Julie A. Brown, Director of Survey Research Group, RAND Corporation
• Kaiser Permanente Field Test of the CAHPS® Clinician & Group Survey ( PDF [ - 185.02 KB] )
  Carl Serrato, Ph.D., Manager, National Market Research Department, Kaiser Foundation Health Plan, Inc.
  Roger Levine, Ph.D., American Institutes of Research
• Administering a Doctor-level Survey of Patient Experiences ( PDF [ - 44.01 KB] )
  Ted von Glahn, M.S., Director of Consumer Engagement, Pacific Business Group on Health
• Extending Clinician-Specific Surveys to Patients of Specialists and to “Unestablished” Patients: Some Questions to be Addressed ( PDF [ - 38.03 KB] )
  Dana Gelb Safran, Sc.D., Director of The Health Institute, Tufts-New England Medical Center
• Summary Comparison of Selected Survey Administration Statistics ( PDF [ - 20.71 KB] )
  Prepared by Dale Shaller, M.P.A., Shaller Consulting

Using Ambulatory Care Surveys in Pay-for-Performance Programs

• Driving Quality: Rewarding Performance ( PDF [ - 744.04 KB] )
  Tricia Marine Barrett, M.H.S.A., Program Director, GM Managed Care Consulting Team
• Using Ambulatory Care Surveys in The California P4P Program ( PDF [ - 322.78 KB] )
  Lance Lang, M.D., Vice President and Senior Medical Director, Health Net of California

Reporting Clinician & Group Survey Results: Balancing Practical Politics and Evidence-Based Practice (Parts 1 and 2)

• Reporting Patients’ Experiences with Their Doctors: Process, Politics and Public Reports in Massachusetts ( PDF [ - 6.51 MB] )
  Melinda Karp, M.B.A., Director of Programs, Massachusetts Health Quality Partners
• Consumer Decision Support Using Patient Experience Results ( PDF [ - 251.84 KB] )
  Ted von Glahn, M.S., Director of Consumer Engagement, Pacific Business Group on Health
• Ensuring Low Risk of Misclassification in Reporting Physician and Group-Level Results ( PDF [ - 73.04 KB] )
  Dana Gelb Safran, Sc.D., Director of The Health Institute, Tufts-New England Medical Center
• Improving quality information in a consumer-driven era: Showing differences is crucial to informed consumer choice ( PDF [ - 669.71 KB] )
  Kristin L. Carman, Ph.D., Principal Research Scientist, American Institute for Research
• Using Evidence to Guide the Design of Public Reports: Key Dilemmas and Challenges ( PDF [ - 284.89 KB] )
  Judith Hibbard, Dr.P.H., Professor, Department of Planning, Public Policy & Management, University of Oregon
• Questions for panelists ( PDF [ - 19.85 KB] )
  Shoshanna Sofaer, Dr.P.H., Robert P. Luciano Professor of Health Care Policy, School of Public Affairs, Baruch College

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Hospital Survey Track Sessions

National Implementation of the CAHPS Hospital Survey

• Development and Implementation of the CAHPS Hospital Survey ( PDF [ - 81.3 KB] )
  Charles Darby, M.A., CAHPS Project Officer, Agency for Healthcare Research and Quality (AHRQ)

• CAHPS Hospital Survey Implementation: Current Status and Next Steps ( PDF [ - 103.29 KB] )
  Liz Goldstein, Ph.D., Director of the Division of Consumer Assessment of Healthcare Surveys, Centers for Medicare & Medicaid Services (CMS)

Voices of Experience (Part 1): Using the CAHPS Hospital Survey Across a State

• CHART – Using the CAHPS Hospital Survey in California ( PDF [ - 55.77 KB] )
  Marsha S. Nelson , M.B.A., R.N., President & CEO, California Institute for Health Systems Performance
• The CAHPS Hospital Survey: Opportunities and Challenges ( PDF [ - 426.48 KB] )
  Carrie Brady, Vice President for Quality and Performance Reporting, Connecticut Hospital Association

Voices of Experience (Part 2): Using the CAHPS Hospital Survey to Meet Multiple Information Needs

• Implementing the CAHPS Hospital Survey in a Hospital System ( PDF [ - 5.18 MB] )
  Cindy Larkin, M.P.A., Senior Director of Measurement Systems and Strategy, Tenet Healthcare Corporation
• Transitioning to the CAHPS® Hospital Survey: Brief Case Studies of Three Options ( PDF [ - 73.64 KB] )
  Susan B. Frampton, Ph.D., President, Planetree
• Patient Feedback ( PDF [ - 435.17 KB] )
  Kathleen Douglas-England, M.Sc. and Mona Pinder, M.Sc., Survey & Evaluation Unit, Quality Safety & Health Information, Calgary Health Region

Techniques for Improving Patient-Centered Care in the Hospital Setting

• Improving Patient-Centered Care in the Hospital ( PDF [ - 130.98 KB] )
  Susan Edgman-Levitan, P.A., Executive Director, John D. Stoeckle Center for Primary Care Innovation, Massachusetts General Hospital
  Katharine Luther, R.N., MPM., CPHQ, Director of Performance Improvement, Memorial Hermann Hospital

Talking About Quality Data: Reactions and Reality from Patients and Doctors

• Background: Why Study Physician-Patient Discussions of Hospital Quality? ( PDF [ - 183.17 KB] )
  David J. Miranda, Ph.D., CMS
• Physicians as Information Intermediaries: Formative Work with Physicians ( PDF [ - 74.26 KB] )
  Shulamit Bernard, R.N., Ph.D., Director of the Health Care Quality and Outcomes Program, Research Triangle Institute, International
  (presentation prepared with Nancy Lenfestey, M.H.A. of RTI, Judith K. Barr, Sc.D., and Tierney E. Giannotti, M.P.A., of Qualidigm, and Shoshanna Sofaer, Dr.P.H., of Baruch College)
• Talking About Quality Data: Reactions and Reality from Patients and Doctors- Findings from a Study by American Institutes for Research (AIR) ( PDF [ - 439.28 KB] )
• Summary of Project Goals and Methods ( TXT [- 14.67 KB] ; PDF [ - 155.75 KB] )
  Kristin Carman, Ph.D., Principal Research Scientist, AIR
  Jeanne McGee, Ph.D., McGee & Evers Consulting, Inc.

Public Reporting of Hospital Survey Data

• Publicly Reporting the CAHPS Hospital Survey: A Work in Process ( PDF [ - 492.25 KB] )
  David G. Miranda, Ph.D., and William Lehrman, Ph.D., Center for Beneficiary Choices, CMS
• Public Reporting of Hospital Performance: The Experience in Rhode Island ( PDF [ - 357.29 KB] )
  Jean Marie Rocha, M.P.H., R.N., Vice President for Clinical Affairs, Rhode Island Hospital Association
• Lessons in Hospital Quality Reporting ( PDF [ - 1.27 MB] )
  Gaye Fortner, R.N., B.S.N, M.S., Vice President of Operations, HealthCare 21 Business Coalition

Integration and Trending: Coordinating the CAHPS Hospital Survey with Other Survey Activities

• Integrating CAHPS Hospital Survey at UCLA Medical Center ( PDF [ - 56.64 KB] )
  Tony Padilla, M.B.A., Director, Patient Affairs, UCLA Healthcare
• CAHPS Hospital Survey Integration and Trending: Kaiser Permanente’s Experience with Reporting and QI Initiatives ( PDF [ - 98.52 KB] )
  Robert S. Mangel, Ph.D., Manager of Service Quality Research, Kaiser Permanente
• Statistical Trending with Application to the CAHPS Hospital Survey ( PDF [ - 87.5 KB] )
  James O’Malley, Ph.D., Assistant Professor of Statistics, Department of Health Care Policy, Harvard Medical School

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Facility Survey Track Sessions

CAHPS In-Center Hemodialysis Survey

• CAHPS In-Center Hemodialysis (ICH) Survey- Overview ( PDF [ - 81.84 KB] )
• CAHPS In-Center Hemodialysis (ICH) Survey- Next Steps ( PDF [ - 81.84 KB] )
  Barbara Crawley, M.Sc., Social Science Research Analyst, CMS
• Instrument Development: CAHPS In-Center Hemodialysis Survey ( PDF [ - 434.94 KB] )
  Patricia Gallagher, Ph.D., Senior Research Fellow, Center for Survey Research, University of Massachusetts – Boston
• Cognitive Testing of the CAHPS In-Center Hemodialysis Survey ( PDF [ - 78.85 KB] )
  Roger Levine, Ph.D., American Institutes for Research
• Field Testing of the CAHPS In-Center Hemodialysis Survey ( PDF [ - 84.93 KB] )
  Beverly Weidmer Ocampo, M.A., Survey Director, RAND Corporation

CAHPS In-Center Hemodialysis Survey: Using Results to Improve Quality

• Overview of CAHPS In-Center Hemodialysis Quality Improvement Project ( PDF [ - 80.9 KB] )
  Samantha Sheridan, M.A., CAHPS User Network Director, Westat
• Development and Use of CAHPS In-Center Hemodialysis Survey Provider Reports for Quality Improvement ( PDF [ - 220.02 KB] )
  Margarita P. Hurtado, M.H.S., Ph.D., Principal Research Scientist, American Institutes for Research (AIR)
  (presentation prepared with Elizabeth Frentzel, M.P.H., and Anna Levin, B.A., AIR)
• CAHPS In-Center Hemodialysis Survey: Using Results to Improve Quality ( PDF [ - 89.65 KB] )
  Denise D. Quigley, Ph.D., Health Policy Analyst, RAND Corporation
  (presentation prepared with Donna O. Farley, Ph.D., RAND Corporation)

CAHPS Nursing Home Survey for Residents

• CAHPS Nursing Home Survey for Residents ( PDF [ - 111.81 KB] )
  Edward W. Sekscenski, M.P.H., CMS Project Officer, Centers for Medicare & Medicaid Services
  Carol Cosenza, M.S.W., Project Manager, Center for Survey Research, University of Massachusetts-Boston.
  Joan Buchanan, Ph.D., Department of Health Care Policy, Harvard Medical School
  Judith Sangl, M.P.H., Sc.D., Health Scientist Administrator, Agency for Healthcare Research and Quality

CAHPS Nursing Home Survey for Families & AHRQ's Assisted Living Initiative

• CAHPS Family Nursing Home Survey ( PDF [ - 96.21 KB] )
  Judith Sangl, M.P.H., Sc.D., Health Scientist Administrator, Agency for Healthcare Research and Quality
  Carol Cosenza, M.S.W., Project Manager, Center for Survey Research, University of Massachusetts-Boston.
  James Garulski, Survey Research Group, RAND Corporation
  San Keller, Ph.D., Principal Scientist, American Institutes for Research
• CAHPS Assisted Living (AL) Initiative ( PDF [ - 96.7 KB] p)
  Judith Sangl, M.P.H., Sc.D., Health Scientist Administrator, Agency for Healthcare Research and Quality
  D.E.B. Potter, M.S., Agency for Healthcare Research and Quality

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Specific Population Track Sessions

Item Set for People with Mobility Impairments

• CAHPS Item Set for People with Mobility Impairments: A Brief History ( PDF [ - 110.43 KB] )
  Christine Crofton, Ph.D., CAHPS Project Officer, Agency for Healthcare Research and Quality
• Wisconsin SSI CAHPS Survey for People with Mobility Impairments ( PDF [ - 355.13 KB] )
  Ruthanne Landsness, M.A., AbD, Consultant for Quality Improvement Programming, APS Healthcare
• CAHPS PWMI Items in Massachusetts Medicaid (MassHealth) Surveys ( PDF [ - 81.21 KB] )
  Nancy Latham, Ph.D., Research Assistant Professor, Boston University
  (presentation prepared with Patricia Gallagher, Ph.D., Senior Research Fellow, Center for Survey Research, University of Massachusetts – Boston; and Vickie Stringfellow, Project Manager, Center for Survey Research, University of Massachusetts – Boston)

CAHPS Dental Survey

• Project to Standardize Dental Care Plan Quality Data: Adult Patients’ Report ( PDF [ - 983.9 KB] )
  San Keller, Ph.D., Principal Scientist, American Institutes for Research (AIR)
  (presentation prepared with Gary C. Martin, D.D.S., M.P.H., and Robert H. Mitton D.D.S., M.P.H., of TRICARE Management Activity and Karen K. Shore, Ph.D., Christian Evensen, M.S., and Roger Levine, Ph.D. of AIR)
• The Development and Utilization of the DoD Dental Patient Satisfaction Survey ( PDF [ - 87.15 KB] )
  Colonel Gary “Chad” Martin, D.D.S., M.P.H., Director, Dental Care Division, TRICARE Management Activity
• Development of the Dental CAHPS Child Survey ( PDF [ - 153.53 KB] )
  Julie A. Brown, Director of Survey Research Group, RAND Corporation
• California SCHIP Caregivers’ Perceptions of Dental Care ( PDF [ - 88.67 KB] )
  James J. Crall, D.D.S., Sc.D., Director of MCHB National Oral Health Policy Center, UCLA School of Dentistry
  (presentation prepared with Julie A. Brown, RAND Corporation; L.U. Brown, Managed Risk Medical Insurance Board; K.L. Spritzer, UCLA School of Medicine; and R.D. Hays, RAND Corporation and UCLA School of Public Health)

Collecting and Reporting CAHPS Survey Data with Multicultural Populations

• Tips for Creating Reader-Centered Reports ( PDF [ - 184.2 KB] )
• Handout for Presentation ( TXT [- 12.77 KB] )
  Jeanne McGee, Ph.D., McGee & Evers Consulting, Inc.
• Oregon’s Experience ( PDF [ - 122.99 KB] )
  Charles Gallia, Ph.D., Analysis & Evaluation Manager, Office of Medical Assistance Programs, Oregon Department of Human Service

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CAHPS Benchmarking Database Sessions

Serving the Needs of Health Care Purchasers, Providers, Policymakers, and Researchers

• Panel Introduction and CAHPS Database Overview ( PDF [ - 387.92 KB] )
  Dale Shaller, M.P.A., Shaller Consulting
• Use of CAHPS Database by Medicaid Programs for Monitoring and Improving Managed Care Performance ( PDF [ - 56.62 KB] )
  Foster Gesten, M.D., Medical Director, Office of Managed Care, New York State Department of Health
• Use of CAHPS Database by Researchers: Findings Related to Differences by Race and Ethnicity ( PDF [ - 122.67 KB] )
  Ron Hays, Ph.D., Senior Health Scientist, RAND
• Use of CAHPS Database by AHRQ: State-Level Estimates for the National Healthcare Quality Report ( PDF [ - 916.68 KB] )
  Ernest Moy, M.D., M.P.H., Director of the National Healthcare Quality Reports, Agency for Healthcare Research and Quality

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