Category Archives: Satisfaction

You can lead a horse to water… or, managers still have to manage

Background Improving the customer experience for patients and health plan members, at the highest level, is based on a simple process.  Measure the right things, evaluate, take action, re-measure, evaluate, take action and so on.  We know the right things … Continue reading

Posted in CGCAHPS, HHCAHPS, MCAHPS, Physicians, Satisfaction, Statistics | Leave a comment

Relationship between Mean Score and Top Box, Top 2 Box, and Top 3 Box

When exploring data using multivariate analysis, we typically treat ratings as interval scales.  And by that I mean that a rating of a “5” equals a value of 5, a rating of a “4” equals a value of 4, etc. … Continue reading

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