How patients perceive the responsiveness of the staff they came into contact with during their hospital stay is one of the dimensions explored in the CAHPS survey process .  Alan and Janette from The Jackson Group ( discuss this perception, what they believe patients are actually scoring when answering these questions, and then share some suggestions and ideas for helping an organization improve their scores.

Running time:  34 minutes

The Jackson Group is a management consulting and survey services firm located in North Carolina.  The Jackson Group is an approved vendor for both the Hospital CAHPS and the Home Health CAHPS process, and has been helping organizations with patient satisfaction surveys for over 25 years.  Learn more about The Jackson Group at

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