Using the CAHPS Database to Compare, Report, and Improve Organizational Performance

Wednesday, January 15, 2014
1:00 p.m. – 2:30 p.m. EST
This free Webcast from the Agency for Healthcare Research and Quality (AHRQ) will present an overview of how organizations can benefit from use of the CAHPS Database. The Webcast will include:
  • A demonstration of the CAHPS Database’s Online Reporting System, a Web-based platform for viewing results from the CAHPS Health Plan Survey and Clinician & Group Surveys.
  • Two case examples of consortium users of the CAHPS Database and Online Reporting System.
  • An explanation of how survey users can participate in this free, voluntary program.
Since 1998, the CAHPS Database has accepted CAHPS survey results voluntarily submitted by health plans and, more recently, physician practices. Hundreds of CAHPS survey users rely on the CAHPS Database to assess their own results relative to key comparators, such as national and regional averages, in order to identify opportunities to improve patient experience with care. The CAHPS Database also provides a mechanism that national and regional consortia can use to compare CAHPS survey data collected by multiple health plans or medical practices using different survey vendors.

Dale Shaller, Managing Director, CAHPS Database; Shaller Consulting Group, Stillwater, MN (Moderator)

Janice Ricketts, Senior Project Director, CAHPS Database, Westat, Rockville, MD.

Deborah Kilstein, BSN, MBA, Vice President for Quality Management and Operational Support, Association for Community Affiliated Plans (ACAP), Washington, DC.
Francis Fullam, MA, Senior Director of Marketing Research and the Patient Relations Department, Rush University Medical Center, Chicago.

Edward M. Karls, MBA, Director of Customer Performance Metrics and Improvement, University of Michigan Health System, Ann Arbor, MI.

Gladys Epting, PhD, Director of Research and Evaluation, University HealthSystem Consortium, Chicago.
Learn about AHRQ’s CAHPS Database at
Learn about AHRQ’s CAHPS program and its surveys at

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First Name*
Last Name*
Address 1
Address 2
Work Phone
 You may contact me by email.
1. What type of organization do you represent? (Select one.)
2. How familiar are you with the CAHPS Database?
Please indicate whether you have submitted survey results to the CAHPS Database:
3. Did you submit data from the CAHPS Health Plan Survey?Yes
4. Did you submit data from the CAHPS Clinician & Group (CG-CAHPS) 12-Month Survey?Yes
5. Did you submit data from the CG-CAHPS Visit Survey?Yes
6. Did you submit data from the CG-CAHPS Patient-Centered Medical Home Survey?Yes
Are you interested in using comparative data from the CAHPS Database to…
7. Assess performance compared to selected reference points?Yes
8. Identify opportunities for improvement?Yes
9. Access survey scores for national or regional consortia?Yes
10. Satisfy requirements of an external organization?Yes
11. Apply for access to research data files?Yes
12. What do you hope to learn from this Webcast?
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Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys ask consumers about their experiences with health care. The CAHPS program at the U.S. Agency for Healthcare Research and Quality (AHRQ) supports the development and promotion of CAHPS surveys, toolkit materials, and comparative databases, and provides technical assistance to users. Learn more about AHRQ’s CAHPS program at:

AHRQ’s CAHPS Database receives data voluntarily submitted by users that have administered either the CAHPS Health Plan Survey or the CAHPS Clinician & Group Survey. The CAHPS Database aggregates the data to facilitate comparisons of CAHPS survey results by users, researchers, and other interested organizations. Learn more about AHRQ’s CAHPS Database at: