Customer Engagement
Improve patient and provider experiences across the healthcare enterprise to put Patients over Paperwork.
OHEI engages as a trusted partner with people across the health system to understand, measure, and identify opportunities to reduce unnecessary burden and increase efficiencies to improve access to quality, affordable, equitable healthcare. OHEI engages with the public through diverse channels to seek insights and ensures those perspectives are reflected in CMS policy and operations. OHEI curates these insights to drive action across the healthcare enterprise.
Recent Projects
Oral Health Engagement
CMS co-created the “Barriers to Oral Health” illustration with our external customers to represent their perspective and highlight the most prominent obstacles people face as they seek to access or provide oral health care.
Behavioral Health Engagement
After engaging with a range of external customers, CMS co-created three illustrations that highlight barriers people face as they seek prevention, treatment, and recovery services for substance use disorders (SUD).
Accountable Care Organization Engagement
Following an Engagement focused on understanding the experiences of Accountable Care Organization (ACO) participants and others, CMS co-created two illustrations to represent new insights.
Featured Resources
Dually Eligible Individuals Engagement
An illustration shows the difficulty of navigating the Medicare Savings Programs application, determination, and renewal processes.
Chronic Pain Engagement
CMS used qualitative research and human-centered design to understand and visualize experiences living with chronic pain, accessing treatment, and providing care.
Hospital Engagement
CMS conducted an engagement to identify burdens felt by hospital staff, administration, and partners, which informed our work to improve the healthcare experience.
Page Last Modified:
08/01/2025 02:14 PM