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Look to Your Customers to Tell The Care Experience Story
According to leaders at Rush University Medical Center, CMS has been miscalculating hospitals’ star ratings since their release in 2016. As a recent Modern Healthcare article discussed, Rush’s leaders attribute the problem to flaws in CMS’s statistical model. This incident highlights how external ratings systems leave healthcare organizations vulnerable. Rush’s researchers discovered how they don’t always measure up to the highest standards of validity. Further, they don’t reveal a complete picture of an organization’s care. Health systems can solve both problems by taking patient feedback into their own hands.