Industry News
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Read ArticleHow Improving DEI Can Boost Member Experience
As health plans brace for CAHPS survey season, member experience remains a focal point of strategy, central to Star Ratings and gauging satisfaction.
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Press Ganey Acquires Forsta
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April 27, 2022 -
Read ArticleHow New Health Plan Initiatives in Equity Could Reshape Patient Care and Experience
Large health plans are making deliberate moves to show members they’re serious about health equity. In August 2021, Dr. Darrell Gray, a gastroenterologist, became the first chief health equity officer
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Read ArticleLeveraging A More Impactful Analytics Strategy to Improve Your Health Plan Member CX
Healthcare organizations are increasingly eager to leverage analytics technologies, including machine learning and artificial intelligence (AI), in new ways.
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Read ArticleCollaboration, Access to Care, and Member Experience Essential to 2022 Health Plan Success
A look inside six trends that will shape and influence care, planning and performance over the next year for health plans. Value, quality, and experience topped health plan members’ wish lists in 202
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Read ArticlePerceptions of Telehealth Among Commercial Members Who Responded to a Patient-Experience Survey During the Onset of the Pandemic
The body of literature on telehealth perception among commercial members is limited. Therefore, we administered a patient-experienced survey (Clinician and Group Consumer Assessment of Healthcare...
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Read ArticleRe-Engaging Health Plan Members: 5 Foolproof Strategies
It’s no secret 2020 felt overwhelming for health plans and their members, from shifting regulatory and clinical guidance, to changes in benefits. As a result, many consumers were left wanting more out
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Read ArticleConcordance of End-of-Life Care With End-of-Life Wishes in an Integrated Health Care System
Question How well are the end-of-life wishes of decedents 65 years or older met? Findings In this quality improvement study of next of kin of 715 decedents who died at 65 years or older...
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Read ArticleFighting Survey Fatigue Versus Collecting the Data You Need
You walk into your local drugstore, get what you came for and check out. When you look at your receipt, it directs you to a website where you can complete a survey about your shopping experience.
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Read ArticleImproving Patient Experience, While Avoiding a Star Ratings Scandal
On March 15, California prosecutors sued Brookdale Senior Living, accusing the largest chain of senior living communities in the U.S. of manipulating the federal government’s Star ratings system.
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Read ArticleMaking Your Health Risk Assessments Work for 2021
Health Risk Assessments (HRAs) arm employers and payers with the meaty consumer health data they need to assess individual health status, prioritize engagement and to motivate behavior change.
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Read ArticleWhy 2021 Patient Experience Will be Tied to Telehealth Success
How consumers feel about their virtual care encounters will influence everything from CAHPS surveys to compensation beyond the pandemic.
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Read ArticleLevel up Your Engagement Strategy for 2021
Effective patient engagement is widely known to be tied to high quality care, outcomes, and cost savings. And while the healthcare industry continually stresses the importance of that connection,...
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Read ArticleAvoiding Common Pitfalls of Performance Guarantee Surveys
Many health plans and pharmacy benefit managers (PBMs) have contractual commitments with their large clients to meet certain performance guarantees (“PGs”), including meeting minimum levels of...
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Read ArticleAddressing America's Looming Healthcare Gap Crisis During COVID-19
While putting off care during the initial onset of the coronavirus made sense, continuing to do so will affect long-term outcomes. Here’s how providers can get patients back on track.
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Read ArticleMedicare Advantage Star Ratings: The New Patient Experience Imperative for Health Plans
CMS is putting more weight on patient experience measures in its Medicare Advantage and Part D Star ratings. What health plans can do now to improve their ratings.
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Read ArticleThree ways payers and providers are improving collaboration during the COVID-19 pandemic
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Read ArticleThe Future of Personalized Patient Engagement: Driving Optimal Population Health Outcomes
While technology certainly hasn’t solved all our problems, one thing technology has provided healthcare is the opportunity to really personalize patient engagement at scale.
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Read ArticleHow Proactive Patient Engagement Can Influence Patient Health During COVID-19
More than half of approximately 600 consumers (52%) surveyed in mid-March—the time when major metropolitan areas began issuing “shelter-in-place” orders and encouraging “social distancing”...
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Read ArticleGauging Patients’ Healthcare Needs During a Crisis: Lessons from Successful Consumer Brands
What are patients’ most pressing healthcare needs during a crisis? If you ask healthcare plans and physicians, they’ll likely say “communication” and “care.”
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Read ArticleMedicare Advantage Star Rating Calculations Change; Act Now to Change 2023 Perceptions
Experience, access, and complaints will matter more in future scores; current studies indicate plans currently are not communicating well with members.
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