Dialysis Facility 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 late 2018, CMS conducted the Dialysis Facility Human-Centered Design Customer Engagement to understand the overall experience of chronic kidney disease and dialysis patient care delivery from the perspective of beneficiaries, care providers and physicians. CMS engaged directly with a broad range of external customers, including dialysis medical professionals and facility leadership, technicians, caregivers, clinicians, and individuals needing dialysis treatment, through interviews and onsite visits to capture their lived experience.
As a product of our research, we co-created the “Transitions Through the Dialysis Patient Journey” illustration with our external customers to represent their perspective and highlight the key phases of the dialysis patient journey and key burden areas.
The Dialysis Facility Customer Engagement supports CMS’ effort to reduce beneficiary burden when seeking access to care, a priority for CMS.
Transitions Through the Dialysis Patient Journey
"Transitions Through the Dialysis Patient Journey" illustrates the experiences of individuals diagnosed with chronic kidney disease (CKD). It highlights the many emotional, physical, and logistical challenges individuals face as they navigate the complex path from initial diagnosis to end-stage renal disease (ESRD).
Page Last Modified:
07/31/2025 08:18 AM