The CG CAHPS Handbook Chapter Tools

Chapter 1

Figure 1.2: CG CAHPS Core Questions and Composites
Figure 1.3: CG CAHPS Survey Family Tree
Figure 1.5: CG CAHPS Survey Questions Mappped by Composite

Chapter 2

Figure 2.1: CG CAHPS Fundamentals Self Test
Figure 2.2: CG CAHPS Fundamentals Self Test Tactic Guide
Figure 2.3 & 2.5: Acronym for AIDET and Composites Impacted by AIDET
Figure 2.8: CARE Service Recovery Model

Section One:

Figure i.1: Access Self Test
Figure i.2: Access Self Test and Composite Question Guide
Figure i.3: Access Composite Questions and Tactics Guide

Chapter 3

Figure 3.1: Sample Provider Schedule
Figure 3.2: Practice Scheduling Template

Chapter 4

Figure 4.1: Call Tracking Log Sample

Chapter 5

Figure 5.1: Huddle Agenda Sample
Figure 5.2: Status Board Sample
Figure 5.3: Room and Round Key Word for Office Staff

Section Two:

Figure ii.1: Provider Communication Self Test
Figure ii.2: Provider Communication Self Test Question Guide
Figure ii.3: Provider Communication Questions and Tactics Guide

Chapter 6

Figure 6.3: Patient Visit Guide Sample
Figure 6.4: Share Care Plan Conversation Starter
Figure 6.5: AIDET for Effective Explanations

Chapter 7

Figure 7.1: Careful Listening Through AIDET
Figure 7.2: NonVerbal Communication Techniques

Chapter 8

Figure 8.1: AIDET for Easy to Understand Explanations

Chapter 9

Figure 9.1: Sample Patient What Poster
Figure 9.2: Individual Patient Care Card
Figure 9.3: Sample Patient Scouting Report

Chapter 10

Figure 10.2: CARE Service Recovery Model

Section Three:

Figure iii.1: Test Results and Follow Up Self Test
Figure iii.2: Test Results and Follow Up Self Test Question and Tactics Guide

Chapter 12

Figure 12.1: Menu Example
Figure 12.2: Sample Test Results Communication Card

Section Four:

Figure iv.2: Courtesy and Helpfulness of Office Staff Self Test
Figure iv.3: Courtesy and Helpfulness of Office Staff Self Test Questions and Tactics Guide

Chapter 13

Figure 13.1: AIDET Validation Tool
Figure 13.2: Patient Reception Card Sample
Figure 13.3: Sample AIDET When Rounding
Figure 13.4: Rounding in the Reception Area Rounding Log Sample

Section Five:

Figure v.1: Overall Provider Rating Self Test

Chapter 15

Figure 15.1: Evidence-Based Leadership Framework
Figure 15.2: The Healthcare Flywheel

Chapter 16

Figure 16.1: Objective Goals with SMART
Figure 16.2: Cascade of CG CAHPS Goals Through An Organization
Figure 16.3: Sample CG CAHPS Goals Overall Rating
Figure 16.4: Example CG CAHPS Goals by Pillar
Figure 16.5: Sample Provider Feedback System Performance Summary