Capturing Patient and Staff Experiences to Assess Complex Care Program Effectiveness

Patient and staff-reported measures are a key way to assess the quality and experience of care for people with complex needs. CHCS worked with health care organizations to test new measures for understanding patient and staff experiences related to well-being, equity, goals of care, and care integration. This brief explores insights from the Center for the Urban Child and Healthy Family at Boston Medical Center, Hill Country Community Clinic, and Denver Health, which used these measures to assess quality within their organizations.