Measuring and Improving the Patient Experience of Care: Surveys, Tools and Approaches

Webinar Date: 
Thursday, October 17, 2013 - 8:00am to 9:00am

Research shows that patients want reliable communication with their provider, access to care when they need it and to be treated with courtesy and respect by all clinic staff. Patient experience of care surveys ask patients whether or not, or how often, certain events occurred. Measuring, reporting and improving patient experience of care can result in happier patients and improved clinical quality. However, faced with multiple priorities and resource demands providers may question the feasibility and value of measuring and improving patient experience of care. This webinar provides an overview of patient experience, including the clinical and business benefits of measurement, availability of standardized surveys, fielding methodology and using results for improvement. In addition, we discuss alternative strategies for getting and incorporating patient feedback.

This webinar:

  1. Describes the difference between patient experience and patient satisfaction
  2. Reviews survey instruments and fielding methodologies
  3. Shares experiences from Multnomah County Health Department primary care clinics
  4. Discusses how to begin working within your organization to improve patient experience



Presented By:

Summer Boslaugh
Program Manager
Oregon Health Care Quality Corporation


Summer Boslaugh has more than a decade of experience working to improve health and health care in Oregon, the US and internationally. At Quality Corp she directs activities to measure and improve the patient experience of care and engage patients and families in quality improvement within health care organizations. Summer has experience in advocacy, foundation work, non-profit management, and hospital administration. She joined Quality Corp in 2007 to impact change in health care that would benefit all patients. Summer earned a bachelor’s degree from Willamette University and a dual master’s degree in Business Administration and Health Administration from the University of Washington. 



Erin Connelly
Quality Improvement Coordinator
Multnomah County Health Department


Erin Connelly is the quality improvement coordinator for Multnomah County Health Department’s Integrated Clinical Services department, which provides quality health services for people who experience barriers to accessing care. Prior to her role at MCHD, she coordinated National Institutes of Health-funded clinical and education grants, conducted drug recidivism outcomes research and worked as a journalist. She earned a master’s degree in sociology and policy studies at Lehigh University and her undergraduate degree in journalism from Penn State University. 


  • AttachmentSize
    PDF icon Patient Experience Webinar Slides1.44 MB
    PDF icon CAHPS 2012 Podcast Script "Practical Strategies for Gathering Feedback Directly from Patients"195.25 KB