Engage, Collect, Partner: How to Use Patient Experience of Care Surveys in Your Practice

Webinar Date: 
Thursday, May 22, 2014 - 8:00am to 9:00am

It is said that “what is measured is what is focused on.” Within the PCPCH program there are a number of standards anchored to a practice’s use of patient experience of care surveys, with an emphasis on the CAHPS. Many practices find contracting with a survey vendor to collect the CAHPS to be cost-prohibitive, and don’t know how to implement surveys internally, and then meaningfully use the data collected to guide quality improvement efforts.

This webinar spotlights the Oregon Pediatric Improvement Partnership’s efforts with pediatric and family medicine primary care practices to collect and use survey data in their practices. We highlight strategies that can be used to engage providers and office staff in the survey data, in addition to methods that can be used to engage and partner with patients in the collection and use of the survey data collected. Two primary care practices, Bay Clinic Pediatrics & Family Medical Group Northeast, share their experiences using the CAHPS Clinician and Group –Patient Centered Medical Home (CAHPG CG PMCH) version.

Webinar participants will:

  1. Understand the difference between patient satisfaction and experience of care surveys
  2. Understand how the CAHPS CG PMCH provides unique and complementary information to guide medical home improvement efforts
  3. Obtain practical methods a practice can use to meaningfully implement the CAHPS CG PMCH in a way that engages patients, providers and office staff
  4. Learn from primary care practices who have implemented these methods, and the successes and key learnings gathered


Presented By:

Colleen Reuland, MS
Executive Director
Oregon Pediatric Improvement Partnership

Ms. Reuland has over 16 years working with primary care practices and health systems to meaningfully used patient experience of care surveys. A key component of Ms. Reuland’s work has been how to engage and partner with patients. Ms. Reuland is currently leading OPIP’s effort to support over 26 pediatric and family medicine practices in implementing the CAHPS CG PMCH in their practice.


Jon Yost, MD
Bay Clinic Pediatrics

Dr. Yost has been at Bay Clinic since 2003. In addition to his role in Bay Clinic, Dr. Yost is the Doctor of Record for the Coos Bay School District, and for the Educational Services Division (ESD) and the pediatrician for Community Connections, a local outreach of the Child Development and Rehabilitation Center (CDRC).


Lisa Kranz
Family Medical Group Northeast PC

Lisa is the Administrator for Family Medical Group Northeast PC, a 6 provider Family Practice clinic located in Portland, Oregon. Lisa has been in the healthcare field for over 32 years, working in various specialties including Anesthesia, Radiology, Orthopedics, General Surgery, and the primary care specialties of Internal Medicine, OB/GYN and Family Practice.


Unfortunately the recording for this webinar is unavailable, due to a technical malfunction.

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