First few Article Sentences
Customer satisfaction has emerged as a key component in the Patient Protection and Affordable Care Act's (ACA) overall push to improve healthcare quality. Patient satisfaction scores also figure prominently in CMS' Accountable Care Organization quality measurement efforts, as well as the physician performance bonuses and penalties implemented through the Physician Quality Reporting System (PQRS). Beyond supporting these reform-driven programs, positive customer experience scores generate dividends in their own right. The continued growth of high-deductible health plans means that consumers increasingly are shopping for care based on both cost and perceived value.