Turning Experience into Impact: How One Patient Leader Is Shaping Quality Measurement

What happens when patients, clinicians, and health care leaders come together to shape the measures that define quality care? Through Battelle’s Partnership for Quality Measurement (PQM), that collaboration turns lived experience into meaningful change nationwide.

Since 2023, IHI has partnered with Battelle to support PQM, a collaborative network of individual members and organizations representing diverse health care perspectives. Through PQM, Battelle convenes voices from across the health care system — including clinicians, patients, caregivers, measure developers, purchasers/payers, and health IT experts — to review, recommend, and endorse health care measures through three distinct processes: 

• Pre-Rulemaking Measure Review (PRMR) committee members review and recommend measures under consideration for use in Centers for Medicare & Medicaid Services (CMS) quality reporting and value-based programs.  
• Measure Set Review (MSR) engages a subset of PRMR members to assess measures for continued use in select CMS programs. 
• E&M committee members review and endorse quality and cost/resource use measures, ensuring they are evidence-based, scientifically sound, and safe and effective.

Nicole Cable, co-chair of E&M’s Initial Recognition and Management Committee, recently spoke with the IHI team about her PQM experience and shared how she uses her unique perspective as both a health care executive and patient to advance care quality. 

What made you interested in joining the E&M committee? 

I was recruited to join PQM committees because of my experience as a patient. My motivation to participate is not only for professional reasons, but also deeply personal. I have recovered from hospital-acquired infections and had to advocate for myself to receive necessary care when I had an undetected 99 percent heart blockage. The process of getting diagnosed was difficult and long. That experience made me realize how important the patient perspective is in quality measure development. When I heard about the opportunities at PQM, I had to join. 

As a patient partner, I have seen firsthand how meaningful and powerful patient participation can be in shaping discussions and influencing decision-making. It has been empowering not only for me, but for many of the patients involved in the process.

Have there been any specific measures that sparked memorable conversations for you?

This last cycle, I had the privilege of voting on the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey. This is one of the few opportunities that patients are offered to give feedback on their care. 

In my professional life, I frequently rely on the CAHPS survey to make improvements with my team. The experience of evaluating the survey with the E&M committee solidified my thoughts that it is highly needed and incredibly valuable. It was a full circle moment when I got to vote on those measures given the perspective that I have on how these measures impact real people and families every single day. 

Has your E&M committee experience impacted or informed your work outside of PQM?

My experience has strengthened my commitment to elevating patient perspectives in health care spaces where decisions are being made. It has also inspired me to actively encourage other patients, caregivers, and health care professionals to nominate themselves for E&M and other PQM committees. Far too often, patients underestimate the value of their personal experiences, but those experiences are critically important to improving health care systems, quality measures, and patient safety initiatives.

As a patient partner, how have you seen patient input influence measure decisions?

Having patients on the committee is essential because it keeps the focus on how decisions affect real people, not just metrics. I genuinely believe PQM listens to patients, values our perspectives, and wants to continuously improve the process. I am deeply grateful for the opportunity to contribute in a meaningful way and to represent the voices of patients and caregivers, whose experiences deserve to be acknowledged and respected. For me, this work has reinforced that meaningful change happens when patients are not just talked about but invited into the conversation as true partners.

What would you tell people who are interested in joining PQM committees?

Patients, caregivers, and health care professionals all bring valuable perspectives that deserve to be heard and respected. It is imperative that a variety of voices participate. Your voice matters, and you can absolutely make a difference. 

Nicole Cable, MHS, CPXP, LBBP, is Chief People & Experience Officer at C3 Healthcare and co-chair of the PQM E&M committee. She is globally recognized as a leader in human experience with more than 20 years of executive-level experience and was recently recognized with The Beryl Institute’s 2026 Wendy Leebov Championing Experience Award.

Kaely Burgess is an Associate Project Manager and Maddie Little-Ghose is a Project Manager at IHI.

Editor’s note: This interview has been edited for length and clarity.

Interested in getting involved with PQM? Nominate yourself or someone else for a committee by June 1. PQM committees are designed to include varied perspectives, including those of clinicians, patients, and advocacy groups. You can also become a PQM member to receive updates and engagement opportunities throughout the year, and submit public comments on proposed measures, process enhancements, committee rosters, and recommendations. All committee and membership opportunities are free of charge. Questions? Contact PQM at PQMSupport@battelle.org.

Photo by wavebreakmedia_micro on Magnific

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