Hospital employee helping patient use walker
The Power of Service Recovery

At its simplest, Service Recovery is a set of tools and techniques that can be used to make things right after something has gone wrong with the healthcare experience.

Video icon video

Get Our Latest Insights on the Topics that matter most to you

  • Filter by Area of Focus

Doctor viewing and scrolling through healthcare information on a tablet
Alexa’s New Job: Leveraging AI for Patient Experience and Combatting Physician Burnout

Leveraging voice-activated AI to help caregivers could be the revolution healthcare needs to accommodate both the need for better data and the need for more human connection.

Fabric ripped away to review "Myths & Facts" with facts in red text
Response Rates: Myths & Misconceptions

PRC patient experience experts break down the numbers and shed some insight on how exactly response rate impacts HCAHPS scores.

Train Your Brain: PRC’s 2019 Regional Summit is the Next Step to Enhancing What You Already Know

No matter how many years you’ve submerged in your career or the amount of experience under your belt, you can always make room to learn and grow.

Stethoscope sitting on top of multiple charts and research documents
Proposed Rule Looking for Feedback on the CAHPS for ACOs/MIPS Programs

CMS is currently seeking public comment on a few items that would impact both the CAHPS for ACOs and CAHPS for MIPS programs.

2019 CAHPS for ACOs

Join Erin Godden, PRC CAHPS Communication Manager, as she outlines the updates to the 2019 CAHPS for ACOs.

Stethoscope sitting on top of a clipboard with multiple charts
OAS CAHPS Proposed Rule

On August 8, 2019, CMS published the proposed rule in the Federal Register for the Hospital Outpatient Prospective Payment and Ambulatory Surgical Center Payment Systems.