KLAS Contact
Contact KLAS
Contact KLAS
2025 BEST IN KLAS
Preferences
Related Series
Points of Light 2025 Case Study 12
Improving CMS Star Ratings Through a Robust Patient Experience Program
Author
Boyd Stewart
Author
Aurene Wilford
After changes to the CMS Star program, Elevance Health was struggling to improve their Star Rating related to member experience. They collaborated with Press Ganey to assess the quality of the patient experience at several healthcare organizations—including Providence Clinical Network—and support those organizations in making improvements. The stakeholders were able to increase their rating for the patient/member experience Star metric, leading to improved care quality, increased reimbursements, and increased member retention.
If you don't have a login, getting started is easy.
Key Findings:
- Executive Summary
- The Collaborators
- Points of Friction—Challenges to Be Solved
- Action Plan—How the Collaborators Worked Together to Reduce Friction
- Points of Light—Outcomes Achieved Through Collaboration
- Lessons Learned—What Best Practices Can Other Organizations Replicate?
- What's Next?—Vision for the Future
Writer
Natalie Hopkins
Designer
Jess Wallace-Simpson
Project Manager
Joel Sanchez
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2025 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.