Public Reporting of Patients' Comments with Quality Measures: How Can We Make It Work?

Tuesday, June 03, 2014
1 p.m. – 2 p.m. EDT
This free Webcast from the Agency for Healthcare Research and Quality (AHRQ) focused on the use of patient comments in public reports that are designed to inform consumers about health care providers. Online patient ratings and reviews of physicians are growing in number, yet many observers are concerned about the effects and representativeness of the patient comments that are posted. In this Webcast, researchers discussed an ongoing AHRQ study of methods for eliciting representative patient comments and reporting those comments in a coherent manner with standardized measures of physician quality, including CAHPS® measures of patient experience and clinical measures of patient treatment.

The speakers in this Webcast discussed the following:
  • What do we know so far about the effect of patients’ comments on the perceptions and use of standardized measures in public reports?
  • How could we collect comments that are representative, well-balanced, and aligned with the aspects of patient experience that are proven to be important to consumers?
  • How can we report comments in a way that reduces the complexity of a report and strengthens the overall value of comparative information on health care providers?
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What type of organization do you represent? (Select one.)
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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:

Steven Martino, PhD, Behavioral Scientist, RAND, Pittsburgh, PA

Rachel Grob, PhD, Senior Scientist, Center for Patient Partnerships and Department of Family Medicine, University of Wisconsin, Madison, WI

Mark Schlesinger, PhD, Professor of Health Policy, Yale School of Public Health, New Haven, CT

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

Learn about AHRQ’s CAHPS program and its surveys at
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