Hospital Engagement
Hospital 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 Hospital Human-Centered Design Customer Engagement to identify burdens felt by hospital staff, administration, and partners to enable CMS to improve the hospital experience and health care outcomes. By way of 7 site visits and 21 listening sessions, the workgroup gained insight into the hospital reporting experience. While the initial focus of this research was understanding information flow from the hospital to external entities and regulators, the individuals interviewed expressed that burden lies in the array of internal processes required to report externally.
As a product of our research, we co-created the “Complexity and Burden of Hospital Reporting” illustration with our external customers to represent their perspective and highlight the reporting interactions that pull hospitals away from their central focus of patient care and the burden they experience.
The Hospital Customer Engagement supports CMS’ effort to reduce administrative burden related to healthcare delivery and access, a priority for CMS.
Complexity and Burden of Hospital Reporting
‘Complexity and Burden of Hospital Reporting’ illustrates the experiences and challenges hospital staff and leadership face when reporting to external and regulatory entities. This visual also highlights how these reporting demands can divert time and attention away from patient care and contribute to overall administrative burden.
Page Last Modified:
06/23/2025 04:41 PM