A Tale of Three Practices: How Medical Groups are Improving the Patient Experience

Medical practices are facing increasing pressure to improve their patient experience survey scores. Forces contributing to this growing imperative include public reporting of CAHPS Clinician & Group (CG-CAHPS) survey scores through the Aligning Forces for Quality (AF4Q) program sponsored by the Robert Wood Johnson Foundation, public and private purchaser initiatives to build measures of the patient experience into performance-based payment programs, and the use of such measures in accreditation, certification, and recognition programs. A growing demand among patients for an enhanced service experience and greater participation in their health care is placing further pressure on medical practices to find ways to become more patient and familycentered.