Town Hall Calls

Throughout the year, Leapfrog will host Town Hall Calls to provide hospitals and other stakeholders background information about the content of the Leapfrog Hospital Survey. In addition, we often host Town Hall Calls on special topics that we are considering for future versions of the Leapfrog Hospital Survey. You can find information, including presentations and recordings, from all of our Town Hall Calls below. Questions about Town Hall Calls can be directed to our Help Desk.


2023 Town Hall Calls


Leapfrog's Never Events Policy and the PACT Collaborative Resources and Tools

Jean-Luc Tilly and Robyn Nabi from The Leapfrog Group will present Leapfrog's Never Events Policy, including the individual elements with a planned update for 2023, and a review of scoring and national performance on this measure.

Tom Gallagher, MD, Executive Director of the Collaborative for Accountability and Improvement and co-lead of the Pathway to Accountability, Compassion, and Transparency (PACT) Collaborative will introduce participants to new publicly available tools to guide hospitals as they design and implement communication and resolution programs (CRP). These tools include a process map and driver diagram, an evidence-based tip sheet for having initial conversations with patients and families about harm events, and a model handout for patients describing a CRP program. These tools can serve as a resource for hospitals looking to continually improve their responses to serious safety events.


This call will be held on Tuesday, February 14th at 3:00pm EST. Please register here.


Previous Town Hall Calls


Health Literacy Strategies

Cindy Brach, a Senior Healthcare Researcher at the U.S. Department of Health and Human Services’ Agency for Healthcare Research and Quality (AHRQ), will present health literacy strategies and tools that hospitals can use to improve patient engagement, safety, and quality. Learn how to implement health literacy universal precautions to ensure that all patients – regardless of their health literacy – can find, understand, and use health information and services.

In her role at AHRQ, Cindy oversees the research and development of tools designed to deliver healthcare services to vulnerable populations. Her areas of expertise include health literacy, cultural and linguistic competence, and practice improvement. She serves as Co-Chair of the HHS Health Literacy Work Group and is on the Healthy People 2030 Health Communication and Health Information Technology Workgroup. She leads AHRQ ‘s health literacy work and is a member of AHRQ’s Shared Decisionmaking Team, its Dissemination and Implementation Group, and the EvidenceNOW Team that focuses on improving primary healthcare quality. Cindy has authored or contributed to over 80 publications and has shared her knowledge and expertise speaking at numerous professional conferences and webinars.


This session was held on September 21.

Download the slides here.

Download the recording here.


Informed Consent: AHRQ’s Tools as a Pathway to a High-Quality Informed Consent Process

Hospitals and other stakeholders are invited to a free Town Hall Call to learn more about Leapfrog’s approach on informed consent. Cindy Brach, a Senior Healthcare Researcher at the Agency for Healthcare Research and Quality, will present AHRQ’s Making Informed Consent an Informed Choice: Training for Health Care Leaders, a tool available to hospitals and ASCs interested in implementing strategies to ensure patients are provided with a high-quality informed consent process. AHRQ’s resources on informed consent can support hospitals as they evaluate their own practices in responding to the new optional subsection 1C: Informed Consent.


This session was held on July 12.

Download the slides here.

Download the recording here.

Download the Q&A here.

Download Resources here.


Leapfrog Hospital Survey Town Hall Call

Hospitals are invited to the 2022 Leapfrog Hospital Survey Town Hall Call to learn more about changes to the 2022 Hospital Survey, including updates to submission requirements, questions, measure specifications, scoring algorithms, and public reporting. Participants will be able to ask questions throughout the presentation using the Zoom Q&A feature.

Note: Separately certified ASCs should participate in the ASC Survey Town Hall Call for more information about the 2022 Leapfrog ASC Survey.


April 20th Town Hall Call

Download the slides here.

Download the recording here.

Download the Q&A here.


May 11th Town Hall Call

Download the slides here.

Download the recording here.

Download the Q&A here.


Monitoring Health Care Inequity Town Hall Call

Hospitals and other stakeholders are invited to a free Town Hall Call to learn more about Leapfrog’s approach to reducing health care inequity and the new Monitoring Health Care Inequity questions added to the 2021 Hospital Survey. Members of the newly formed Health Equity Advisory Committee will share their challenges and successes with collecting patient self-reported demographic data, improving the accuracy of those data, and stratifying quality measures using the demographic data. This general call will conclude with 15 minutes for Q&A.



Leah Binder, MA, MGA, President & CEO, The Leapfrog Group

Meika Neblett, M.D., Chief Medical Officer, RWJ Barnabas Health – Community Medical Center

Christopher Nolan, MPH, System Manager, Community Health and Benefit, Office of Community Health Equity and Engagement Rush University System for Health

Aswita Tan-McGrory, MBA, MSPH, Administrative Director, The Mongan Institute and Director, The Disparities Solutions Center, Massachusetts General Hospital

Andrea Tull, PHD, Senior Director of Quality Performance Management, Massachusetts General Hospital


Download the recording here.

Download the slides here.


Town Hall Calls are part of the Judie Burrows Education Institute and partially funded by individual and corporate donations. If you are interested in contributing, please visit


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