OnDemand: Giving Patients a Voice and a Role in Quality Improvement

Cost: $99
Duration: One Hour

Giving Patients a Voice and a Role in Quality Improvement

Patient experience is becoming increasingly important in the transition to value based health care. A positive patient experience with effective communication contributes to better engagement and overall better health outcomes for patients.

This presentation uses real-life examples to discuss effective inclusion of patients in quality improvement, understanding the patient perspective and leveraging data to drive improvement. 

Target Audience

•    Community-based organizations
•    Health plans
•    Health systems
•    Outpatient providers

Learning Objectives

•    Define patient experience and the difference between patient “experience” and patient “satisfaction.”
•    Explain how better experience improves outcomes. 
•    Demonstrate an effective model for using data and including patients in quality initiatives. 

Course summary
Available credit: 
  • 1.00 AMA PRA Category 1 Credit™
  • 1.00 ANCC
  • 1.00 Participation
  • 1.00 PCMH CCE
Course opens: 
Course expires: 

Kelsey Keith, BSPH, PCMH CCE

Kelsey Keith is the Patient Centered Medical Home Program Manager for Northeast Georgia Physician’s Group (NGPG). In her role she manages all NCQA programs for NGPG including Patient Centered Medical Home (PCMH), Diabetes Recognition Program (DRP), and Patient Centered Connected Care (PCCC). In addition to managing NCQA programs Kelsey champions Patient Experience across the ambulatory care clinics and is responsible for directing the Patient Advisory Groups each month. She has nine years of experience in practice transformation and has led and sustained more than sixty ambulatory clinics in achieving Patient-Centered Medical Home, twenty- six clinics achieving DRP, and seven Urgent Care Clinics maintaining PCCC. Kelsey has a Bachelor of Science in Public Health from East Carolina University and has been a CCE since July of 2014.






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 educational activity is approved for a maximum of 1.0 AMA PRA Category 1 Credit™. 

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:

Kelsey Keith: None

Additional Planning Committee Members:
Ashley Turner: 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 Participation
  • 1.00 PCMH CCE


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