Welcome to the Patient Experience Hub—your go-to source for trainings, including the Patient Experience Video Series, educational tools, and practical resources to help enhance the patient experience. Explore materials that support stronger communication, better care interactions, and a more patient-centered approach.
A positive patient experience begins with every interaction in the provider office—from scheduling and check-in to communication during the visit and follow-up afterward. This section highlights the core elements that help patients feel respected, informed, supported, and confident in their care.
Explore the key components of a positive patient experience in the provider office, with best practices to support respectful communication, efficient workflows, and patient-centered care at every stage of the visit.
This section answers common questions from doctors and office staff about improving the patient’s experience in everyday practice. Use these FAQs for quick guidance on communication, service, teamwork, and simple actions that can make care more patient-centered.
Explore these frequently asked questions for practical tips and everyday strategies to help doctors and office staff improve the patient’s experience at every step of the visit.
The Patient Experience Video Series highlights how member feedback can support continuous quality improvement and strengthen CAHPS-related outcomes. Through these trainings, providers and practice teams can gain insight into the factors that shape member experience and satisfaction, identify opportunities to improve care delivery, and support targeted quality improvement efforts.
Through short, engaging videos, the series shares real-world member perspectives on key drivers of the patient experience, including communication, respect, and responsiveness. Providers and office teams are encouraged to watch the videos and consider how the insights can be applied to daily workflows and practice-level initiatives to enhance the patient’s experience and overall quality of care.
Every interaction a patient has with a healthcare provider influences their overall experience and perception of care. The Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey is a standardized tool used to measure patients' experiences with their health care and health plan. CAHPS results provide valuable insights into how patients view the care and services they receive and help identify opportunities to improve the patient experience.
Key CAHPS measures, including Customer Service, Rating of Health Care, and Getting Needed Care, reflect important aspects of the patient journey, such as access to care, communication, responsiveness, and support. Positive experiences in these areas are associated with higher patient satisfaction, stronger provider-patient relationships, and improved health outcomes.
The Patient Experience Hub provides practical resources and evidence-based best practices to help provider offices strengthen performance in these key areas. The educational materials below offer actionable strategies to improve customer service interactions, support positive perceptions of care, and increase timely access to needed services. By focusing on the drivers that matter most to patients, provider practices can create meaningful experiences that improve patient satisfaction and contribute to stronger CAHPS performance.
Five Quick Ways to Improve Customer Service