Improving Patient Experience, While Avoiding a Star Ratings Scandal

While every health plan, healthcare network, and physician practice talks up its exceptional patient experience, the truth is that some fall short and are often surprised when they do.

Patients should know what they’re paying for, how much they’re paying, and what kind of care and coverage they will receive in return. This is true whether they are evaluating private-duty home care agencies or health plans. Making an effort to give patients access to the exact information they need to make informed decisions will improve satisfaction and minimize negative feelings of hostility, fear, or resentment.

The recent negative reports about Star ratings should be a wake-up call to organizations, that measurement of quality and patient experience should be conducted using measurable and objective metrics and conducted via a certified, neutral third party to avoid any conflict of interest or manipulation of data.