Fierce Health Payers January 28, 2021
The current survey used to evaluate the customer experience of Medicare Advantage and Part D plans needs to be more accurate, especially as it takes a larger role in plan star ratings, a new study finds.
The study, released Wednesday by the advocacy group Better Medicare Alliance, made several recommendations to change the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey.
The Centers for Medicare & Medicaid Services (CMS) evaluates plans based on eight patient experience measures, and better measures can lead to a higher star rating for plans.
The group contracted with experts at NORC at the University of Chicago to interview 41 experts and undertake a review of existing literature.
The study found that CMS should modernize...
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