1. MUSC Health Ambulatory Patient & Family Advisory Council April 16, 2014 Location: East Cooper

2. Agenda 1.Overview: Mikelyn McGinnis 2.CG CAHPS Summary: Nanci Balassone & Dianne Thesing 3.Service Expectation Skit : Kathryn Roberts & Mikelyn McGinnis 4.Diving Down Into Office Staff: Mikelyn McGinnis 5.Secret Shopper: Mikelyn McGinnis 6.Next Meeting & End of Year Celebration 7. Questions 2

3. Overview CG-CAHPS: Clinician & Group (Consumer Assessment of Healthcare providers and systems) - Survey to assess patient’s recent experience with a provider & staff in an office setting (outpatient) 3

4. CG CAHPS Summary Comparison Nanci Balassone & Dianne Thesing 4

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7. CG CAHPS: Office Staff Composite Mikelyn McGinnis 7

8. Office Staff Composite Questions 1.Were clerks and receptionists at this providers’ office as helpful as you thought they should be? 2.Did clerks and receptionists at this provider’s office treat you with courtesy and respect? 8

9. We Need Your Help! 9

10. 10 End of Year Celebration : When: Thursday, June 5, 2014 Where: MUSC Health East Cooper Time: 5:30pm Next Council Meeting : When: Wednesday, May 22, 2014 Where: MUSC Health East Cooper Time: 11:30am

11. Questions 11