Creating A Compelling Consumer Experience

Consumer experience in health and human services is certainly getting more attention. Consumers are quick to share their experiences online. The Centers for Medicare & Medicaid Services (CMS) now bases 57% of its Star Ratings on consumer experience (see New Medicare Advantage Star Ratings Prioritize Customer Experiences). Positive consumer experiences are an essential ingredient for improved consumer engagement in treatment and better performance in value-based reimbursement arrangements. Health plans, health systems, and community-based provider organizations are measuring consumer experience (through Net Promoter Scores and other measures), investing in tools and process reengineering to improve it, and adding “chief . . .