Patient Satisfaction Tip of the Week

Tip #4: Keeping Your Practice Positive It makes a difference when a patient can walk into a practice with a positive, supportive environment. Here are some ideas to consider: Provide customer service training for staff. Remember that negative experiences are often shared via word-of-mouth. This is how one negative encounter can easily turn into a bad reputation for the practice. Avoid sharing negative opinions with or around patients about Medi-Cal, IPAs, or L.A. Care. These issues should be addressed internally. 

Questions? If you have any questions, please contact L.A. Care’s Quality Improvement Department .

L.A. Care’s Patient Satisfaction Tips of the Week are related to the Clinical and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS). CAHPS scores partially determine payouts for VIIP (Value Initiative for IPA Performance) and the L.A. Care P4P (Pay-for-Performance) Program. L.A. Care wants to help you in your practice and maximize your award. If you represent an IPA practice or clinic, please share these tips with the providers in your network.  

L.A. Care Health Plan , a public entity serving Los Angeles County

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