Fallon Health recognized by Press Ganey as a national leader in member experience during CAHPS survey season
WORCESTER, Mass., March 25, 2026 – As annual Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys get underway this spring, Fallon Health announced it has been named a 2025 Human Experience (HX) Pinnacle of Excellence Award® winner by Press Ganey.
The recognition places Fallon Health in the top 5 percent of health plans nationwide for member experience performance, based on Press Ganey’s analysis of CAHPS results and other experience measures across the health care industry. Fallon Health earned the Pinnacle of Excellence Award for consecutive years of exceptional performance in Highest Overall Experience CAHPS Ratings®—HMO.
CAHPS surveys, sponsored by the Centers for Medicare & Medicaid Services (CMS), measure members’ experiences with access to care, communication, customer service, care coordination, and prescription access—areas directly reflected in Press Ganey’s evaluation.
“This award reflects our unwavering commitment to excellence,” said Manny Lopes, President and CEO of Fallon Health. “By listening carefully to our members and acting on their feedback—especially as CAHPS surveys are underway—we’ve built a culture of continuous improvement that drives better outcomes and experiences. I’m incredibly proud of our team for setting the standard for compassionate, high-quality care.”
Key efforts contributing to this recognition include:
- Reducing friction in the member experience by simplifying how members access care and services
- Delivering personalized, preventive focused communications that meet members where they are across multiple channels
- Strengthening provider engagement and accountability to ensure experience improvements extend beyond the health plan and into everyday care
These efforts translate into meaningful member experiences. For example, when a member faced delays accessing urgently needed medication after surgery, Fallon Health coordinated directly with providers and the pharmacy to expedite approval and ensure timely delivery.
“By leading in critical areas like access, communication, and care coordination, Fallon Health is setting a high bar for member centered, high quality care,” said Patrick T. Ryan, Chairman and CEO of Press Ganey. “This award reflects their deep commitment to listening to members and delivering seamless, meaningful health care experiences.”
CAHPS results account for approximately 20 percent of CMS Medicare Star Ratings and play a significant role in how people with Medicare evaluate health plans. Fallon Health uses these insights to continuously strengthen care delivery and services across its Medicare Advantage, Medicare Supplement, NaviCare, and other programs.
Fallon Health contact:
Melissa Randall
Director, Corporate Communications
Fallon Health
508-368-9345
melissa.randall@fallonhealth.org
About Fallon Health
Fallon Health is a company that cares. We prioritize our members—always—making sure they get the care they need and deserve. Founded in 1977 in Worcester, Massachusetts, Fallon Health delivers equitable, high-quality coordinated care and is continually rated among the nation’s top health plans for member experience, service, and clinical quality. Today, guided by our mission of improving health and inspiring hope, we strive to be the leading provider of government-sponsored health insurance programs—including Medicare, Medicaid, and PACE (Program of All-Inclusive Care for the Elderly)— in the region.
About Press Ganey
Press Ganey is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, technology, and other end markets. Press Ganey is recognized by Gartner® as a Leader in the Magic Quadrant™ for Voice of the Customer (VoC) Platforms.