Health Affairs December 12, 2022
Two years ago, the Centers for Medicare and Medicaid Services (CMS) began to emphasize Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys that gauge the experiences of Medicare members. Yet health plans are not necessarily any closer to understanding what drives positive experience among members. Is it ease of access to doctors? Is it the amount of time spent in the waiting room? Does the patient’s interaction with the health plan call center matter?
Although mock CAHPS surveys are a good measuring stick for member sentiment, they do not provide the details as to what moments drive the overall member experience. PwC conducted a targeted market survey of Medicare Advantage (MA) members with a deeper set of questions to...
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