Beyond CAHPS: A Look Inside Consumer Experience

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When we talk about the shift to value-based care, we talk a lot about concepts like delegated risk, upside and downside bonuses and incentives, and of course, data. On the quality side, we default to using standard patient satisfaction scores and tools as benchmarks for where the conversation starts and ends.

In this episode, we take a deeper dive into what quality and a relationship with a patient or consumer might mean. How can we move beyond one CAHPS survey to think about a more holistic experience instead of just “teaching to the test”? How can we remove barriers or burdens for our staff to give them more time to develop deep and meaningful relationships with those we serve? What does it mean to think critically and intentionally about the consumer experience in healthcare, as opposed to simply what a CMS survey mandates? 

Chad Ghastin is vice president of consumer experience at VNS Health in New York City where he leads the enterprise strategy and execution of programs to increase consumer satisfaction and advocacy. Chad earned a Bachelor of Science degree in Advertising from Grand Valley State University in Allendale, Michigan, and a master's degree in integrated marketing from New York University. For two years, he served as an adjunct graduate professor of CRM and Customer Experience at NYU. He is a Certified Customer Experience Professional as designated by the Customer Experience Professionals Association.