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Updated: May 10, 2026

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
The right tool for the right job: the value of alternative patient experience measures
Lynn Ho1, Adam Swartz, John H Wasson
1North Kingston Family Practice, North Kingston, Rhode Island (Dr Ho); Hanover Continuity Clinic, Hanover, New Hampshire (Dr Swartz); and the Dartmouth Institute, Lebanon, New Hampshire (Dr Wasson).
Abstract:
Patient-reported experience of care predicts health care outcomes. Fourteen US and Canadian practices intercalated a standard ambulatory care Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey within their usual Internet-based survey to compare results from the Internet survey, Internet CAHPS survey, and a mailed CAHPS survey. They found that practice performance rankings obtained via the multi-item CAHPS survey were equivalent to a single measure captured by the Internet survey.
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