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Care New England / Vice President (VP) of Quality / Posted: 11-18-13




What Early CG-CAHPS Results and Data Are Telling Us

What Early CG-CAHPS Results and Data Are Telling UsHealthStream, leading patient survey vendor for over 750 hospitals, has collected a large sample of CG-CAHPS survey results from physician offices over the last three years. The survey data identifies clear trends in how patients perceive the care they are receiving from their providers. Specifically, the data illustrates that how well a provider communicates in the exam room has ramifications on the patient’s overall impression of the practice.

Because national CG-CAHPS scores are trending on a tight curve like HCAHPS, providers will need to receive high marks on surveys just to reach the average at the 50th percentile, nationally. It’s time for all providers to develop a patient experience strategy.

Click here to download a free PDF.

More White Papers...


April 9–11
Creating a Culture of Patient Safety
Virginia Mason Institute
Seattle, Washington

Join Virginia Mason Institute for this 2.5-day workshop and learn how to accelerate your safety efforts using lean methods. Assess your own organization’s readiness and practice simulations that turn uncomfortable team dynamics into patient-centered communication. Explore best practices that establish reliable systems, nurture staff engagement and lower risks for patients.

For more information please visit

patient safety news


March/April 2014

ABQAURP’s 37th Annual Health Care Quality & Patient Safety ConferenceTHERE'S STILL TIME TO REGISTER:

Getting Paid for Innovation and High Value Outcomes:
The Path to Cost Effective, Accessible Health Care for All

ABQAURP’s 37th Annual Health Care Quality & Patient Safety Conference

Friday, May 2, 2014
Disney’s Yacht & Beach Club Resorts, Lake Buena Vista, FL

As we move toward the implementation phase of the Affordable Care Act, many facets of health care reform are becoming more evident. ACOs and health exchanges are up and running; it is clear that despite ongoing legal challenges, health care reform is moving forward, perhaps at a rate faster than envisioned.

The 2014 Annual Conference will provide attendees with tools they can use and current strategies being employed to succeed and prosper in this new environment and to be paid for innovation and high-value care:

  • Document to be paid for the full scope of care delivered
  • Capture the outcomes required by Pay for Performance
  • Analyze the fiscal outcomes of physician-hospital 
  • Discover leadership skills to facilitate your colleagues’ 
  • Discuss evidence correlating positive patient experiences with quality and safety
  • Engage as providers to adapt throughout the transition 
to ICD-10
  • Determine the priority of mental health issues in your practice setting
  • Recognize the impact of the Baldrige systematic 
approach to organizational performance management
  • Obtain updated information on practice efficiencies

Join ABQAURP and the esteemed faculty assembled for this exciting event:

  • Marie Cleary-Fishman, RN, MBA, MSN, CHCQM, CPHQ - Illinois Hospital Association
  • James M. Daniel, MBA, JD - Hancock Daniel Johnson 
& Nagle, PC
  • Craig Deao, MHA - Studer Group
  • David L. Fishman, MD, FACC, CHCQM - Resurrection Health Care (Presence Health)
  • Harry S. Hertz, PhD - Baldrige Performance Excellence Program
  • Christopher J. Laney, JD - Rogers Mantese and 
Associates, PC
  • Herbert Pardes, MD - New York-Presbyterian, The 
University Hospital of Columbia and Cornell
  • Rishi Sikka, MD - Advocate Health Care
  • Paul Weygandt, MD, JD, MPH, MBA, CCS, FACPE - 
J.A. Thomas & Associates

Learn more:
*Conference topics are tentative and subject to change.

Thank you to this month’s 
Featured Exhibitor:
HCA North & West Florida



ABQAURP welcomes applications for joint sponsorship of educational activities for continuing education credit. ABQAURP accredits a variety of activities, including:

Live Activity
Enduring Material
Journal-based CME
Internet Activity Live
Internet Activity Enduring Material
Performance Improvement

ABQAURP is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to sponsor continuing medical education for physicians and is accredited by the Florida Board of Nursing to sponsor nursing contact hours. As an accredited provider, ABQAURP is here to work with each joint sponsor organization to ensure the accreditation process runs as smoothly as possible. Benefits of working with ABQAURP include: one-on-one assistance, on-site assistance, contact for speakers and commercial supporters, evaluation compilation, one-time mailing list to drive attendance, website placement, and advertising in Patient Safety & Quality Healthcare magazine.

For more information, please call Deborah Naser at
(800) 998-6030, ext. 118.


Quality Conundrums

Is Efficiency a Quality Conundrum?

 Weekend inefficiency saved my cousin, which begs the question, “Is efficiency a quality conundrum?” As gentlemen of a certain age so often do, my cousin was climbing on his roof to retrieve a child’s ball and a newspaper. This time, his journey had an unexpected ending. He arrived on the ground without the benefit of a ladder. His wife did not allow him to move and called for help. Astute EMTs transferred him safely and quickly to the local university hospital center, and that is where weekend inefficiency saved him.

His pain was horrific, but the team that evaluated him was unimpressed. They read (or perhaps misread) x-rays and told him and his concerned family that all he needed was pain relief and a back brace; he could go home and would be fine. Unfortunately, the inefficient back brace provider could not make the brace available until Monday, so my cousin would have to remain in the emergency room until then, which he did.

Enter the trauma attending physician on Monday. He evaluated the patient fully, took a complete history, and became concerned that the severity of the injury had not been fully appreciated by others. An emergent MRI followed, and you can guess the rest. My cousin had a fracture and severe ligament damage and 
instability. He required urgent neurosurgical intervention. Hopefully, he will make a full recovery. Had things been more efficient, he would likely not have recovered at all.

Merriam-Webster defines efficiency as “the ability to do 
something or produce something without wasting materials, 
time, or energy: the quality or degree of being efficient 
(technical).”1 Apparently quality is not a consideration in 
some definitions of efficiency.

So please…let’s be careful! And as we are being efficient, 
let’s not forget to be thoughtful. Let’s not forget the patients whose lives are in our hands. And let’s not let efficiency 
(inarguably a good thing when coupled with quality care and 
compassion), become another quality conundrum.

1, accessed 11/22/2013.

Please send inquiries and comments to This email address is being protected from spambots. You need JavaScript enabled to view it. , please include
Quality Column in the subject line.
We look forward to your participation in this new column.


Health Care Quality and Management (HCQM) Certification

When deciding on a credential, you want the most comprehensive certification covering the health care quality continuum. Choose the provider with the experience that defines the field of Health Care Quality and Management.

ABQAURP is pleased to collaborate with the National Board of Medical Examiners® (NBME®) in the administration of the 2014 exam. ABQAURP is dedicated to assuring a high quality certification process with definable standards; the NBME involvement reinforces that dedication. Together, we consult on the planning, development, analysis, and scoring, bringing examinees an exam experience based on a vast array of knowledge and expertise.

We are now accepting applications for
HCQM Certification in 2014!

Application Deadline: June 30

Exam Window: August 15 – October 15
Don’t delay, seating is limited!


Core Body of Knowledge Online Course – 20 CME/CE Hours

The journey towards certification begins here. ABQAURP’s HCQM Certification covers an immense scope of content and topics. 
To aid you in preparation for this exam, we have developed a 
Core Body of Knowledge course designed to focus on key concepts and elements of HCQM. Utilize this tool to build upon your skills and knowledge and possibly discover new content to enhance 
your experience in quality health care.

Please call Barbara Chalmers at: (800) 998-6030, extension 116 or visit our website ( for more information 
on Certification and preparation.

Upcoming ABQAURP Accredited Events


World Congress
11th Annual Observation Management Summit
April 29, 2014
Chicago, IL

NeuroResearch Clinics
Advances in Clinical Laboratory Medicine
May 10, 2014
Chicago, IL

Illinois Hospital Association
Population Health Driving Transformative Models of Care
May 14, 2014
Naperville, IL

To accredit your educational events for continuing education credit, contact Deborah Naser at 800-998-6030, ext. 118.


ABQAURP wants to recognize members for their achievements in advancing the field of health care quality management and patient safety. Please send your news to ABQAURP by email to This email address is being protected from spambots. You need JavaScript enabled to view it. for consideration.


American Board of Quality Assurance and Utilization Review Physicians, Inc.
6640 Congress Street
New Port Richey, FL 34653
Toll- free 800/998-6030 • Tel. 727/569-0190
Fax 727/569-0195 •

“National Board of Medical Examiners®” and “NBME®” are registered trademarks of the National Board of Medical Examiners.


ABQAURP American Society for Quality American Society for Quality Healthcare Division Consumers Advancing Patient Safety
EMPSF Institute for Safe Medical Practices
Medically Induced Trauma Support Services (MITSS) Medication Safety Officers Society NPSF Partnership for Patient Safety Society to Improve Diagnosis in Medicine