Aligning the PCMH With Patient Experience

May 24, 2022

Aligning the Patient Centered Medical Home With Patient Experience

Practices and health plans alike recognize the importance of patient experience to the overall quality of health care and fulfillment of the quadruple aim. This session will explore how PCMH standards align with patient experience measures such as the CAHPS® survey, and how the standards contribute to a positive patient experience. We will crosswalk between the standards and CAHPS survey questions (access to care and care coordination) and loo at activities that are not identified in the PCMH model but may affect patient experience; for example, wait times and doctor-patient conversations. We'll also share ideas from practices that can contribute to a positive patient experience.


Target Audience

  • Consultants
  • Health Care Decision Makers
  • Health Care Professionals
  • Health Plans
  • Health Systems
  • Hospitals
  • Managed Behavioral Healthcare Organizations
  • Population Health Organizations
  • Wellness Organization Leverages within Federal, States and Employers

Learning Objectives

At the conclusion of this course, learners will be able to:

  • Identify how PCMH standards align with CAHPS survey measures.
  • Identify how patient experience is improved in a PCMH-focused practice.
  • Review how to operationalize patient experience activities that a practice might miss.
  • Share market ideas for patient experience.


CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).
Course summary
Available credit: 
  • 1.00 AMA PRA Category 1 Credit™
  • 1.00 ANCC
  • 1.00 IPCE
  • 1.00 Participation
  • 1.00 PCMH CCE
Course opens: 
Course expires: 
Event starts: 
05/24/2022 - 1:00pm EDT
Event ends: 
05/24/2022 - 2:00pm EDT


Amy Ham is part of the Quality Field Operations team at United HealthCare, where she continues to provide practice transformation support. As Associate Director for Clinical Quality, Amy leverages her expertise as a PCMH Certified Content Expert to work with the provider-facing teams on developing their skills to support practices in Patient Experience improvement. She was recently recognized as a United Hero for her work in Patient Experience. In a previous position as Specialty Care Project Manager at CommuniCare Health Centers, an FQHC in Yolo County, CA, she implemented a referral coordination program that was recognized by the Kaiser Foundation for its innovation in specialty and primary care collaboration.  

Amy is an NCQA PCMH Certified Content Expert.  


In support of improving patient care, the National Committee for Quality Assurance is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), the American Nurses Credentialing Center (ANCC) to provide Interprofessional Continuing Education for the healthcare team. 

This activity was planned by and for the healthcare team, and learners will receive 1.0 Interprofessional Continuing Education (IPCE) credit for learning and change. 

This educational activity is approved for: 1.0 AMA PRA Category 1 CreditTM.

This educational activity is approved for 1.0 nursing contact hours.*

This live course grants 2.0 required Continuing Education Unit (CEU) points for PCMH Certified Content Experts.  

* Please note – You must attend the entire program to be eligible for total number of contact hours.

Disclosure of Relevant Financial Relationships

The National Committee for Quality Assurance (NCQA) endorses the Standards of the Accreditation Council for Continuing Medical Education which specify that sponsors of continuing medical education activities and presenters at and planners for these activities disclose any relevant financial relationships either party might have with commercial companies whose products or services are discussed in educational presentations.

For sponsors, relevant financial relationships include large research grants, institutional agreements for joint initiatives, substantial gifts, or other relationships that benefit the institution.  For presenters or planning committee members, relevant financial relationships include the receipt of research grants from a commercial company, consultancies, honoraria, travel, or other benefits, or having a self-managed equity interest in a company; or having an immediate family member or partner with such a relationship.

Disclosure of a relationship is not intended to suggest or condone bias in any presentation but is made to provide participants with information that might be of potential importance to their evaluation of a presentation.

Relevant financial relationships exist with the following companies/organizations:

Amy Ham: None

Additional Planning Committee Members:
Osman Ahmed: None
Wanda Ali: None
Crissy Crittenden: None

This program was developed in part by NCQA staff.

This program received no commercial support.

Available Credit

  • 1.00 AMA PRA Category 1 Credit™
  • 1.00 ANCC
  • 1.00 IPCE
  • 1.00 Participation
  • 1.00 PCMH CCE


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