Recently my colleague Ken Kelley, MS, OTR/L, RAC-CT, a clinical consultant/reimbursement specialist, posited something about Five-Star ratings that I hadn’t considered.
He suggested that, in general, consumers would more likely Google a nursing home and read the customer reviews than navigate to CMS’ Care Compare. In our industry, we’re so accustomed to tracking our official star ratings that I suspect we’d likely go to the source, but what about the lay community? Is Ken right — and does it matter?
