MAC Customer Experience (MCE) Survey - We Value Your Feedback 2023 - JA DME

In previous articles, we shared how the Noridian and CGS Program Managers oversee monthly operational and collaborative workgroups that focus on DME MAC process improvements across the four DME MAC jurisdictions. We now want to emphasize the importance of the MAC Customer Experience (MCE) Surveys.

CMS measures your satisfaction with the DME MACs' performance using surveys that help improve processes and procedures within the DME MACs and CMS.

Surveys are in place for the DME MACs' Website/Portal, Provider Outreach and Education, Redeterminations, Provider Compliance which includes Targeted Probe and Educate (TPE) and Prior Authorization (PA), and the Provider Contact Center.

Surveys give you a direct means to let us know what works well and where we have room for improvement. We are genuinely interested in your comments, and we review every score and every comment to help us develop initiatives that better serve you.

We highly encourage you to take the survey each time you are presented with the opportunity. Whether you see a survey pop up on the website or portal, or you receive a survey invitation after a Provider Outreach and Education (POE) event, please take a few minutes and share feedback. Our operational teams value your comments and suggestions and have implemented many improvements from your suggestions and feedback.

Finally, we encourage you to leave your contact information. The DME MACs may need to reach out about your feedback or to clarify your suggestion.

Thanks, and we look forward to reading your feedback!