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



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."


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