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I've been in rooms where people seem to define patient-centeredness as giving patients what we think they want or what we think they should want, as opposed to what they actually want. (Consider the example of setting up a patient portal on the basis of "if you build it, they will come," but few show up.)
Dr. Hoff pointed out many deficiencies of the CAHPS survey. Are there tools in use that do a better job of measuring the "patient experience"? If not, how would one design such a tool?