Improving patient experience and CMS scores with Candid
Automated post-discharge feedback calls gave real-time satisfaction monitoring and lifted the CMS rating from 4 to 5 stars.
The challenge
Texas Health Care Solutions could not systematically measure patient satisfaction or respond to concerns quickly. Manual follow-up missed most patients, so dissatisfaction surfaced only through negative public reviews that hurt CMS quality ratings.
How Candid helped
Candid placed personalized survey calls a day after discharge, capturing structured feedback on care, scheduling, symptoms, and medication delivery. Urgent issues were flagged in real time and results organized for leadership, with no added staff burden.
The results
The program reached hundreds of patients it had never heard from, averaged an 8.5/10 satisfaction score, and contributed directly to a CMS Quality Rating improvement from 4 to 5 stars.
“We’re finally hearing from every patient, not just a few, and the insights helped us address issues faster than ever before.”Yanir Shmaryou, CEO, Texas Health Care Solutions
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