Aetna, a CVS Health company, was recognized as the first-ever recipient of Press Ganey’s Health Plan of the Year award at their annual Human Experience Conference in Orlando, Florida. The award recognizes Aetna’s sustained excellence across member experience, quality performance, and provider collaboration.
Steve Nelson, president of Aetna, received the award and attributed the recognition to the organization’s focus on member experiences and collaborative relationships. “Receiving this award reflects the sustained performance and collaborative culture at the heart of Aetna. We succeed by staying relentlessly focused on our members and their experiences throughout the health care journey and by building strong and trusting relationships with our partners,” Nelson said. He added, “I’m incredibly proud of all our Aetna colleagues and those across CVS Health for their dedication and advocacy mindset.”
Press Ganey, the leading provider of experience measurement, data analytics and AI-powered insights to health systems and health plans, noted that the recognition underscores Aetna’s multi-year focus on disciplined improvement and translating experience insights into measurable gains across Medicare Star Ratings, Aetna employer satisfaction, and provider experience. Patrick T. Ryan, Chairman and CEO of Press Ganey, commented, “Health plans play a critical role in shaping how people access and experience care, often long before a patient ever enters a clinical setting. Aetna has treated member experience as an operating guide for how the system should work, using real-world insight to remove barriers, improve coordination, and strengthen accountability with providers.”
Building Provider Partnerships
A key example of Aetna’s commitment to provider collaboration is HX Exchange, an innovative collaboration developed with Press Ganey. This tool bridges patient experience data from provider systems with member experience metrics, including Medicare CAHPS scores. Through shared insights and coordinated improvement efforts in select markets, this approach is driving early gains across key experience indicators and reinforcing a model of joint accountability for access, care coordination, and quality.
Aetna serves an estimated 37 million people with information and resources to help them make informed health care decisions. The company offers a broad range of health insurance products and related services, including medical, pharmacy, dental, and behavioral health plans. Its customers include employer groups, individuals, college students, health care professionals, governmental units, and labor groups.
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