Evaluating the Content of the Communication Items in the CAHPS® Clinician and Group Survey and Supplemental Items with What High-Performing Physicians Say They Do

Evaluating the Psychometric Properties of the CAHPS Patient-Centered Medical Home Survey

“…As noted by Quigley, Martino et al 11 and supported in this study, the CAHPS communication scale is psychometrically sound and has the strongest relationship to overall ratings of the provider of care. These findings support continuing use of the communication with provider scale for health plan and other accreditation efforts.…”

Improving Communication Skills: A Course for Academic Medical Center Surgery Residents and Faculty

“…It is important to teach surgeons that good communication skills positively affect patient health behaviors and health outcomes, have a positive effect on patient satisfaction, and may decrease the risk of malpractice litigation. This article articulates an 43 Provider explained things in a way that was easy to understand Provider listened carefully to patient/(respondent) Provider gave easy-to-understand information about health questions or concerns Provider knew important information about patient's/ (child's) medical history Provider showed respect for what patient/(respondent) had to say Provider spent enough time with patient/(child) Someone from provider's office followed up with patient/ (respondent) to give results of blood test, x-ray, or other test Etiquette-based medicine 44 Ask permission to enter Introduce oneself, show ID Shake hands Sit Explain role Ask patient how he/she feels The 4 habits 2 Invest in the beginning-establish rapport and build trust rapidly Elicit the patient's perspective-facilitate effective information exchange Demonstrate empathy-caring and concern Invest in the end-increase likelihood of compliance HEARD 45 Hear the person's concern Empathize with the person raising the issue Acknowledge, express appreciation to the person sharing, and apologize when warranted Respond to the problem setting timelines and expectations for follow-up (close loop) Document or delegate the documentation to the appropriate person The Key behaviors 25 Nonverbal communication Do not act hurried Listen carefully Clear, simple explanations Greet, shake, and introduce Ask personal questions Devise an action plan Touch REDE 46 Relationship: Establishment Development Engagement …”

“…The 2 Consumer Assessment of Healthcare Providers and Services (CAHPS) surveys that are widely used as national standards for physician communication are the HCAHPS and the Clinician Group CAHPS. [24][25][26] HCAHPS is being used by the Centers for Medicare and Medicaid Services value-based purchasing initiative to distribute hospital incentives, 30% of which is based on how patients rate their experience. 27 Clinician Group CAHPS surveys are designed to capture patient-identified aspects of care in the ambulatory setting.…”

New care measures and their impact on pain medicine: One pain specialist’s perspective

“…Although evidencebased guidelines are a pillar of modern Western medicine, there is no scientific evidence supporting patient satisfaction as a valid measure of outcome or even quality of care [49]. In fact, patient satisfaction is an entirely novel metric and encompasses factors that were rarely considered in health care systems before, such as how easy it is for patients to make an appointment, how long they must wait to see a provider, and how convenient it is to contact the clinic by phone [50]. Although such considerations may be important to patients, the question is whether they are medically relevant and-if so-what exactly they measure.…”