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- Development of Supplemental Quality Improvement Items for the Consumer Assessment of Healthcare Providers and Systems (Cahps)
Development of Supplemental Quality Improvement Items for the Consumer Assessment of Healthcare Providers and Systems (Cahps)
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Using a structured consensus process, RAND worked with health plans to identify the specific issues of concern to them regarding the usability of CAHPS results for quality-improvement actions. Results of interviews with health plans confirmed their desire to have supplemental items available that they could use to collect more action-oriented data for quality improvement. In response to this issue, priority domains-coordination of care, access to care, information and materials, and customer service-and topic areas for item development were identified, and items for those areas were developed and field-tested.
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