Medicare Advantage Customer Service Is Used Most by Higher-Need Patients
Medicare Advantage (MA) enrollees who are in poorer general and mental health and who have greater medical complexity are more likely to use their plan's customer service.
Denise D. Quigley
Senior Policy Researcher; Professor of Policy Analysis, Pardee RAND Graduate School
Expertise
Media Inquiries
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Denise D. Quigley is a senior health policy researcher at RAND, professor at Pardee RAND Graduate School, and quality improvement (QI) team lead for the Consumer Assessment of Healthcare Providers and Systems (CAHPS) project. Her research focuses on factors influencing health care quality and delivery, organizational behavior, system change, and monitoring quality with emphasis on patient and family care experiences. Her interests are in end-of-life care, hospice, patient-provider communication, shared decisionmaking, patient safety, infection management, QI, and access and care through workers' compensation.
She has a broad background in public policy and evaluation with expertise in qualitative methods (key informant interviews) and analysis (thematic content coding, triangulation), survey methods and development (Hospice CAHPS survey), and using mixed-methods for inquiry and evaluation.
For CAHPS, she leads studies on improving care and health equity using CAHPS surveys: 1) assessing language concordance and interpreter use on patient experience in primary care for Spanish-preferring patients, 2) evaluating QI efforts to improve inpatient pediatric care, and 3) examining spiritual care for African American hospice patients and their caregivers. She also leads a study on the culture of paitent safety in Black-serving and non–Black serving hospitals. She collaborates with a team at RAND and Columbia University on several National Institutes of Health–funded projects assessing disparities in infection care prevention and control in nursing homes, home health, and transitions of care and a project on health disparities in hospice in nursing homes.
Quigley earned her Ph.D. in public policy from the Pardee RAND Graduate School.
Education
Ph.D. in public policy analysis, Pardee RAND Graduate School; M.A. in German, Monterey Institute of International Studies; M.A. in international policy, Monterey Institute of International Studies
Languages
German
Selected Work
- Quigley, D.D., Qureshi, N., Predmore, Z., Diaz, Y., Hays, R.D., "Is Primary Care Patient Experience Associated with Provider-Patient Language Concordance and Use of Interpreters for Spanish-preferring Patients: A Systematic Literature Review.," Journal of Racial and Ethnic Health Disparities., 2024 (forthcoming)
- Quigley, D.D., Elliott, M.N., Slaughter, M.E., Talamantes, E., Hays, R.D., "Shadow Coaching Improves Patient Experience for English-Preferring Patients but not for Spanish-Preferring Patients. ," Journal of General Internal Medicine. , 2023
- Quigley, D.D., Elliott, M.N., Slaughter, M.E., Burkhart, Q., Chen, A., Talamantes, E., Hays, R.D., "Shadow Coaching Improves Patient Experience with Care, But Gains Erode Later," Medical Care, 2021
- Quigley, D. D., & Predmore, Z., "Parents Have More to Say: Comments from the Child HCAHPS Single Question vs a Narrative Item Set.," Hospital Pediatrics. , 2023
- Quigley, D.D., Slaughter, M. E., Qureshi, N., Gidengil, C., Hays, R.D., "Associations of Pediatric Nurse Burnout with Involvement in Quality Improvement.," Journal of Pediatric Nursing., 70, 2022
- Quigley, D.D., Estrada, L.V., Alexander, G.L., Dick, A.W., Stone, P.W, "Urban and Rural Differences in Care Provided in Long-Term Care Facilities: A Systematic Review," Journal of Gerontological Nursing, 2021
- Quigley, D.D., Parast, L., Haas, A., Elliot, M.N., Teno, J.M., Anhang Price, R, "Differences in Caregiver Reports of the Quality of Hospice Care Across Settings," Journal of the American Geriatrics Society, 68(6), 2020
- Quigley, D.D., Elliott, M.N., Setodji, C.M., Hays, R.D., "Quantifying Magnitude of Group-Level Differences in Patient Experiences with Health Care.," Health Services Research, 53(4), 2018
Authored by Denise D. Quigley
103 Results
