MedCity News July 9, 2021
Steve Wigginton

With Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey measures quadruple-weighted for contract year 2021, accounting for 32% of plans’ overall Star Rating, the stakes for delivering member experiences that drive satisfaction are high.

As the global pandemic begins to subside, health plans are faced with a new set of challenges. For many consumers, the past 12-plus months have been stressful, to say the least, and for health plans, keeping their members informed, satisfied and (most importantly) healthy has never been more difficult

And yet, even as health plans tackle the high “degree of difficulty” in this current climate, member satisfaction has never been more vital for Medicare and Medicaid plans’ financial performance. With Consumer Assessment of Healthcare Providers...

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