Beneficiary Care Transitions Engagement
Beneficiary Care Transitions Engagement
Human-Centered Design (HCD) is the process CMS uses to understand the experiences of people who interact with our programs and services. Instead of making decisions based only on what we think people need, we directly involve clinicians, patients, third-party vendors, federal partners, and CMS employees to collaboratively understand the context of their work and engagement with CMS. Through this collaborative approach, CMS gathers insights that directly shape our policies and programs. This ensures CMS services aren’t just technically correct but genuinely helpful in people’s everyday lives.
In the spring of 2018, CMS conducted the Beneficiary Human-Centered Design Customer Engagement to understand the challenges that individuals face when undergoing care transitions. CMS engaged directly with a broad range of external customers, including Medicare beneficiaries, beneficiaries who serve as caregivers, familial caregivers, and professional caregivers, through interviews and onsite visits to capture their lived experience.
As a product of our research, we co-created the “Beneficiary Care Activities & Transitions” and “Common Challenges for Beneficiary Care Transitions” illustrations with our external customers to represent their perspective and highlight the challenges beneficiaries face as they navigate care activities and transitions.
The Beneficiary Customer Engagement supports CMS’ National Quality Strategy, a priority for CMS.
Beneficiary Care Activities & Transitions
‘Beneficiary Care Activities & Transitions’ illustrates the activities and types of transitions that are the most challenging in the eyes of people with Medicare. Five activities were reported as being particularly challenging to people with Medicare and their caregivers and occur during all types of care transitions.
Common Challenges for Beneficiary Care Transitions
‘Common Challenges for Beneficiary Care Transitions’ illustrates eleven commonly shared carriers that individuals with Medicare face when undergoing care transitions.
Page Last Modified:
06/23/2025 04:40 PM