1. Patient Experience Resources • CG-CAHPS Survey • https://www.cahps.ahrq.gov/clinician_group/cgsurvey/adult12mocoresurveyeng2.pdf • HHCAHPS • https://homehealthcahps.org/SurveyandProtocols/SurveyMaterials.aspx#catid2 • CG-CAHPS: • Getting timely appointments, care, and information (5 items) • How well providers (or doctors) communicate with patients (6 items) • Helpful, courteous, and respectful office staff (2 items) • Patients’ rating of the provider (or doctor) (1 item) • Accountable Care Organizations CG-CAHPS Domains • Access to Care • Doctor Communication • Doctor Rating • Access to Specialists • Health Promotion/Education • Shared Decision Making • Health/Functional Status

2. Patient Experience Resources • Safety Net Medical Home – great resource for any primary care setting • www.safetynetmedicalhome.org • Through the Eyes of the Workforce: Creating Joy, Meaning, and Safer Health Care, a 2013 report from the Lucian Leape Institute at the National Patient Safety Foundation; download at www.npsf.org/lli.

3. Patient Experience Resources • Balik B, Conway J, Zipperer L, Watson J. Achieving an Exceptional Patient and Family Experience of Inpatient Hospital Care. IHI Innovation Series white paper. Cambridge, Massachusetts: 2011. • Institute for Patient- and Family-Centered Care • PFCC (Patient and Family Centered Care) Innovation Center • http://www.pfcc.org/

4. Patient Experience Resources • Blue Cross: Empowerment & Engagement Among Low Income Californians • http://www.blueshieldcafoundation.org/sites/default/files/publications/downloadable/empowerment%20and%20engagement_final.pdf • Safety Net Medical home • http://www.safetynetmedicalhome.org/change-concepts/patient-centered-interactions • Red Health Report: Design Notes 01, The Diabetes Agenda • http://www.designcouncil.info/RED/health/REDDESIGNNOTES01Bolton.pdf

5. Patient Experience Resources • Patient Voices Network:Patients as Partners, Ministry of Health initiative administered by ImpactBC:  https://www.patientvoices.ca/