Denise D. Quigley, PhD
Articles
Telephone Follow-Up on Medicare Patient Surveys Remains Critical
Including a telephone component in Medicare Consumer Assessment of Healthcare Providers and Systems survey administration continues to be valuable because telephone responses comprise a substantial portion of responses for several underserved groups.
Medicare Advantage Customer Service Is Used Most by Higher-Need Patients
Medicare Advantage customer service supports a less healthy, higher-need population, indicating that it should be designed and staffed to effectively serve complex, high-need patients.
Development of a Medicare Plan Dashboard to Promote Health Equity
Health plans use data to decide on quality improvement initiatives. Having a dashboard that characterizes how equitably plans are serving their enrollees would promote health equity.
Using CAHPS Patient Experience Data for Patient-Centered Medical Home Transformation
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) Patient-Centered Medical Home survey assists practices by targeting improvement, standardizing care delivery, discussing best practices, improving provider-patient communication, coordinating care, and supporting patient self-management.
Practices and Changes Associated With Patient-Centered Medical Home Transformation
Practices undertake many care delivery changes and quality improvement practices to become patient-centered medical homes (PCMHs), and these differ by years of PCMH recognition.
Patient-Reported Denials, Appeals, and Complaints: Associations With Overall Plan Ratings
Patient ratings of plans and care were lower among beneficiaries filing complaints or reporting denied care. Appeals did not further predict ratings, but successful complaint resolution did.
Tools to Gauge Progress During Patient-Centered Medical Home Transformation
We reviewed operational details and content of tools designed to evaluate patient-centered medical home (PCMH) transformation. These tools assist practice leaders in understanding specific information about the process and progress of becoming a PCMH.
