A Clinical Communication Strategy to Enhance Effectiveness and CAHPS Scores: The ALERT Model

A Clinical Communication Strategy to Enhance Effectiveness and CAHPS Scores: The ALERT Model


James T Hardee, MD; Ilene K Kasper, MS

Summer 2008 - Volume 12 Number 3

https://doi.org/10.7812/TPP/07-066

Abstract

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) program is a national annual report that surveys patients and rates health plans on a variety of metrics, including claims processing, customer service, office staff helpfulness, and ability to get needed care. Although physicians may feel they have no immediate control over many aspects of this questionnaire, there is an important area of the survey where they do have direct control: "how well the doctor communicates."

 

TPJ Reader Survey

The Permanente Journal values your opinion. Please take this time to give us your input, which will help us to serve you better. Click here to complete the survey and for a chance to win one of two Apple Watches.

Circulation

25,000 print readers per quarter, 7,628 eTOC readers, and in 2016, 1.4 million page views on TPJ articles in PubMed from a broad international readership.

Subscriptions

The Permanente Journal (ISSN 1552-5767) is published quarterly by The Permanente Press. Journal subscriptions are entered for the calendar year. Advance payment in US dollars is required.

Letters

Articles, editorials, letters to the editor, and other material represent the opinion of the authors. Send your comments to permanente.journal@kp.org.


Copyright 2017 The Permanente Journal - Kaiser Permanente. All Rights Reserved.