Milestone 6: Patient-Centeredness
Transition to a culture of patient-centered care
Part of building a patient-centered practice is empowering patients to claim their place at the center of our health care system. We can help your practice engage patients so that they understand and embrace your culture of patient- centered care.
Included in this section of the Provider Toolkit are tools and resources that can help your practice offer self-management support:
| Ways to motivate patients to achieve their health care goals|
| Advice on developing collaborative partnerships with patients and their caregivers |
| Tools to promote patients’ self-management |
Optional template letter you can choose to send to your patients to announce your participation in this program.
Empire Blue Cross
Empire Blue Cross Blue Shield
Patient Experience Tools and Resources
This paper is the first in a Master Series that will explore the evidence linking physician-patient communications to many of today’s health care goals and priorities. In this paper, the author, Stephen Wilkins, MPH, author of “Mind the Gap” Blog and founder of the
Adopt One! Challenge, investigates the positive and significant correlation between the quality of physicians’ patient communication skills and medical adherence.
Three case studies showcasing practices who have planned, implemented, studied and acted on their patient experience goals.
This inventory lists a variety of free resources – including toolkits, guides, reports, and webcasts – that are available to support health care organizations in determining what they need to do to improve patient experience and how to implement those improvements.
Welcome to Your Medical Home (Patient Brochure)
This brochure for patients describes the basic elements of a medical home, what they should expect from their medical home, and gives a brief checklist of what to bring to appointments. Available in both English and Spanish.
Self-management support is an important element of patient-centered care. This guide from Institute for Healthcare Improvement (IHI) provides a step-by-step process for beginning to offer self-management support to patients with chronic disease.
Self-management support for patients with chronic illness is a routine function of clinical care in many primary care organizations. This report from the California Healthcare Foundation (CHCF) describes models that have been successful in involving these patients in a well-planned and efficient way.
This CDC two-page guide for providers outlines the benefits of self-management programs for patients with chronic diseases.
This two-page guide for community organizations from the CDC outlines the benefits of self-management programs for people with chronic disease, and how to implement one.
This sample checklist for patients outlines some of the most important health questions they should seek to answer during an office visit.
This flyer for patients gives them a list of questions to ask their health care team members and ways to prepare for office visits
This example action plan provides a template for patients who can benefit from setting health-related goal and outlining the steps necessary to reach it.
This is overview offers a brief explanation of the ways Motivational Interviewing can assist patients and help providers encourage self-management and engagement.
This self-quiz allows providers to gauge their own expertise and confidence level with individual aspects of Motivational Interviewing. Provided by HealthTeamworks.
This self-assessment scale can help providers gauge their own mastery of Motivational Interviewing skills. Provided by HealthTeamworks.
This section of a larger Implementation Guide by the Safety Net Medical Home Initiative discusses ways medical practices can use surveys and focus groups to gauge patient experience.
This section of a larger implementation Guide by the Safety Net Medical Home Initiative discusses the importance of patient and caregiver engagement – and how to foster that engagement.
This section of a larger implementation Guide by the Safety Net Medical Home Initiative outlines the challenges of communicating effectively to a diverse patient population, and ways to overcome those challenges – a task made more important in a patient-centered care environment.
This comprehensive discussion and “road map” to culturally competent care lays out 45 practices to achieve this essential element of patient-centered care. Copyright © 2009 National Quality Forum.
A 2011 California Quality Collaborative Change Package focusing on patient experience supporting high leverage recommendations which have emerged as best practices.
The Foundation for Informed Medical Decision- Making is a non-profit organization promoting changes in the health care system to ensure that treatment decisions are made with the active participation of fully informed patients. The foundation has been working to advance evidence-based shared Decision-Making through research, policy, clinical models and patient decision aids.
Measurement of Patient Experience
To assess how the medical home model affects patients, the CAHPS Consortium has developed a set of supplemental items that, when used in conjunction with the CAHPS Clinician & Group (C&G) Survey, assess patient experience with the domains of the medical home. This document discusses: Assessing the domains of the medical home, topics covered by the CAHPS Patient-Centered Medical Home items and ways to use the survey results to inform health care consumers and other stakeholders and to improve the quality of care.
The CAHPS PCMH survey uses the Clinician & Group (CG) CAHPS 12-Month Survey core set of items and incorporates the Patient-Centered Medical Home item set. Although this survey could be used by any physician practice, it is expected to be useful for practices that have adopted features of a patient-centered medical home (PCMH).
The CAHPS Improvement guide includes practical strategies that organizations can use to improve patients' experiences with care. This resource is from the Agency for Healthcare Research and Quality.
This document discusses the types of reports you may produce for the CAHPS Clinician & Group Surveys, the types of measures the survey produces, and the composite and rating measures generated by the results of the surveys and associated supplemental items. It also provides a basic overview of how the CAHPS survey items are combined to come up with composite measures.
In 2011 and 2012, the CAHPS Consortium released a series of podcasts devoted to the topic of improving patients' experiences with care. To see what's available in the "QI Series," go to
NCQA developed the optional Distinction in Patient Experience Reporting to help practices capture patient and family feedback. Recognized practices, or practices applying for recognition, could earn distinction in collecting and reporting patient experience data by submitting results of the CAHPS PCMH Survey to NCQA.
This document offers a current list of certified CAHPS PCMH survey vendors. The names and contact information of certified survey vendors are updated on NCQA’s Web site annually. Independent of NCQA, survey vendors enter into contracts with practices.