(Part 1 of 4) How Smartwatches can help improve 14 CMS Star Ratings: Enhancing Patience Experience
Patient experience is a critical factor in CMS Star Ratings, especially in categories like Member Experience with Health Plan and Care Coordination. For DSNP (Dual Eligible Special Needs Plan) members—many of whom are aged 65+ with chronic conditions—smartwatches are transforming the patient experience by offering a reliable, user-friendly, and secure connection to their health plan.
Building Trust and Connection
The Member Experience with Health Plan category can be directly supported by the enhanced connection that smartwatches foster between members and their health plan. With 96% of users feeling more connected to their health plan through their smartwatch, plans can build trust, especially for members who may need help navigating their healthcare options. The smartwatch enables proactive, real-time communication with members by delivering notifications and updates, such as preventive care tips, screening reminders, or benefit information, directly to the user’s wrist.
Safety and Peace of Mind
For older adults with chronic conditions, safety is often a top concern. The Care Coordination category is positively impacted by smartwatch safety features like Personal Emergency Response System (PERS) calls and fall detection. These features give members a sense of security by allowing quick access to emergency assistance, reducing the fear of being unable to get help when needed.
Accessibility and Ease of Use
Ease of use is essential for DSNP members, particularly older adults, who may be less familiar with digital devices. With 88% of users finding the smartwatch easy to use, they are more likely to engage consistently with their health plan. This accessibility supports the Member Experience with Health Plan measure, as it reduces barriers to engagement with health communications and resources.
Two-Way Communication for Greater Engagement
The smartwatch enables seamless two-way communication, allowing health plans to send reminders, wellness messages, and follow-ups directly to members. With an 86% message view rate and an 81% response rate, members are highly engaged, contributing positively to the Member Experience with Health Plan and Plan’s Service Quality ratings.
Conclusion
By offering safety features, accessibility, and a continuous connection, smartwatches enhance patient experience, making members feel supported and satisfied. These improvements align with CMS Star Ratings for Member Experience with Health Plan and Care Coordination, directly impacting a plan’s overall rating.