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2. Do- Develop and Test Strategy
- Define specific intervention(s)
- Define measures to monitor progress, criteria and benchmarks
- Implement interventions
- Adapt/adjust interventions to organizational context
One center focused on communication and perception of caring based on the CAHPS survey results. To address the issues, the center trained staff on communication and provided them with scripts with answers to common questions.
They also added a formal complaint process so that patients could be assured that their complaints would be addressed.
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