By Monica E. Oss Consumer experience of services is going to matter more in the years ahead. The reasons are many. On the consumer side, expectations have changed—and they are paying more of the bill (see Retail Health Care: Now Playing, In A Store Or Screen Near You). And health plans are more attuned to the consumer experience—HEDIS measures and CMS STARS ratings are increasingly incorporating consumer feedback (see The Dominant Performance Standards Of Today – CMS Stars & NCQA HEDIS). But what does that mean exactly? Consumer experience in health care is how a consumer perceives your organization based on their online and in-person experiences. It…
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