26127 - Service Reliability: A Fresh Approach to Understanding CAHPS Survey Results [ ]

Product 66 of 87

From: 2015 National Client Conference & Executive Leadership Conference

26127 - Service Reliability: A Fresh Approach to Understanding CAHPS Survey Results

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Format: Audio

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Michelle Maimonis, Erin Pangallo

Assessing overall CAHPS survey performance at the organization level was challenging for a large, integrated health care system. In 2014, Advocate Health Care adopted a service reliability metric to more clearly identify the areas of greatest opportunity and the most actionable items. This session will review the definition of service reliability, how it is calculated and how it adds a critical new dimension to the current percentile rank methodology. Presenters will also discuss initial pilot results.