New Solutions

How to Address Providers' Concerns about CG-CAHPS

Posted by Melissa Herrett on Oct 30, 2014 6:54:00 PM

If you work with physicians or providers, you’ve probably heard it before: national reporting for Clinician and Group CAHPS (CG-CAHPS) surveys is coming. While these surveys are not yet mandated, all evidence seems to suggest that sometime in the near future, CMS will require all clinicians and provider/physician groups to implement the standardized CG-CAHPS surveys. Since these surveys are not going away, and may soon impact reimbursements, providers are strongly encouraged to implement the survey now, to stay ahead of the curve.

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The Cost-Effective Patient Survey Program

Posted by Greg Hyman on Oct 28, 2014 2:14:00 PM

With positive care experiences linked to improved engagement, compliance, readmission, and health outcomes, it is no surprise that the vast majority of healthcare organizations use patient surveys to collect and act upon feedback.


And yet, despite the reliance on these tools, many healthcare leaders remain dissatisfied with their survey programs. If you've heard the perjoratives or the tones in which they are often invoked, you know this to be true.

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Why CAHPS Surveys Matter

Posted by Melissa Herrett on Oct 13, 2014 9:43:00 AM


With the various Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys organizations have available for measuring their patients’ experiences, it’s easy to become overwhelmed with the myriad options.  When deciding on the correct CAHPS survey to use, two of the most important questions include why CAHPS surveys should matter to your organization, and what each type of CAHPS survey measures.  By understanding how and why CAHPS surveys are used, you will be better prepared to not only administer the survey, but also to explain to your employees why CAHPS surveys are important to them as well.     

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Topics: Why CAHPS survey

Improving Patient Satisfaction through Employee Engagement

Posted by Greg Hyman on Oct 2, 2014 11:17:00 AM

More and more, healthcare organizations are focusing on the impact that engaged, passionate employees have on the patient experience. Anecdotally, the connection has long been clear, but only recently has data science begun quantifying the linkage in a meaningful way. Over time, these new metrics will allow leaders to better coordinate their patient experience and workforce management efforts, so as to accelerate improvement in both areas.

Avatar is at the forefront of research into these connections. For example, a study by the Avatar Research Team found that several factors contributing to employee engagement also strongly correlate with performance on important HCAHPS composites. By addressing opportunities in one area – say, by instituting a program to recognize employees who demonstrate desired responsiveness behaviors – leaders can predict improvement on specific HCAHPS measures.

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Topics: patient satisfaction, employee engagement, patient experience

Defining Employee Engagement

Posted by Melissa Herrett on Sep 24, 2014 3:15:00 PM

What is employee engagement? This question served as the foundation for many discussions at Avatar’s event, “And Beyond,” last week in Chicago. While we often talk about methods for improving employee engagement, the first and most important step is to define the oft-heard buzzword.  

So what is employee engagement?  And what does an engaged employee actually look like?

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Topics: employee engagement, What is employee engagement

Why CAHPS Survey Selection is So Complicated – And What to Do About It

Posted by Greg Hyman on Sep 10, 2014 6:01:00 PM

At first glance, it might seem that the glory days of patient experience measurement occurred a decade ago, when surveying patients often meant sending them a page of home-spun questions, hoping for a handful of responses, and tackling the obvious service issues when time allowed. A laissez faire approach, maybe, but simple!

Today, simple is perhaps not the first word one would choose to qualify patient experience measurement, which, with the growing influence of value-based purchasing, often entails instrument selection from among an array of complex, overlapping surveys; compliance considerations; vendor relationship management; dedicated internal roles; and weighty financial implications.

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Topics: HCAHPS, Patient Surveys, CG-CAHPS, HH-CAHPS, ED-CAHPS, Choosing a CAHPS Survey

Why Improving Patient Satisfaction … Doesn’t

Posted by Greg Hyman on Aug 21, 2014 1:23:00 PM

Once upon a time, people talked about improving patient satisfaction as a way for health systems, hospitals, and independent practices to maintain and build their share of the market. A common analogy to the hospitality industry seemed fitting – if I’m a consumer with a choice of hotels for the annual family getaway, aren’t I going to select the hotel with the best amenities, the most wow factors, the familiar, reassuring brand name?

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Topics: patient satisfaction, CAHPS, CAHPS Survey, CAHPS Surveys, patient experience, patient satisfaction survey, CG-CAHPS, patient experience surveys

Three Reasons Employee Engagement is a Challenge… and What to Do About It!

Posted by Melissa Herrett on Aug 14, 2014 9:51:00 AM

Research into employee engagement highlights the fact that engaging employees is often a challenging feat. Despite the increased attention many organizations are paying to engaging their workers, recent statistics show that almost 60 percent of employees are only partially engaged in their jobs, and 12 percent are actively disengaged. With the dedication and commitment toward engaging employees, why is it still so hard to achieve full employee engagement?

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Topics: employee engagement

3 Tips for Getting Employees Excited about an Employee Engagement Survey

Posted by Kelli Killian on Aug 6, 2014 10:22:00 AM

 Today organizations are treating employee engagement as much more than a trendy buzzword. Companies realize the very real impact engaged and disengaged employees have on their business, and they are looking for ways to keep employees engaged. Many of these organizations have found the value in administering an employee engagement survey and action planning around survey results to improve.

While surveys can be a powerful tool for increasing employee engagement, their benefits can really only be realized when the proper practices are set in place to support your survey initiative. An important step in survey administration is promoting the survey to employees to help them understand why you’re administering the survey in the first place. If employees do not understand, then they are less likely to participate in the survey or to respond thoughtfully, which could result in incomplete or inaccurate data. If you can’t help employees buy into the survey process, then the point of conducting the survey is lost. 

So how can you get your employees eager and enthused about the survey?  Read on for three tips to help build excitement about your employee engagement survey.


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Topics: employee engagement survey

Three Reasons Why CAHPS Survey Questions Aren’t Enough

Posted by Greg Hyman on Jul 29, 2014 9:41:00 AM

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys have done much over the last several years to encourage increased focus on the patient experience by tying patient survey scores to a portion of Medicare reimbursement.

Where many feel CAHPS has fallen short, however, is in potentially creating the impression that a static, standardized national survey is a sufficient tool for assessing the patient experience, let alone serving as a jumping point for improvement.  What more and more healthcare leaders are recognizing is that CAHPS surveys alone simply are not enough.

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Topics: HCAHPS, CAHPS Survey, patient satisfaction surveys, patient experience surveys

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