Description: 

By gathering member and caregiver feedback, health plans can ensure that policies and procedures are responsive to the needs, preferences, and values of plan members and their families and caregivers. One of the ways health plans engage members dually eligible for Medicare and Medicaid is by including members in plan governance through member advisory councils.

This video features interviews with members, a caregiver, health plan staff, and health plan executive leadership sharing their perspectives on successful member advisory councils.

Intended Audience: The video is intended for staff of Medicare-Medicaid plans; Medicaid plans; Medicare Advantage plans; Special Needs Plans, including Dual Eligible Special Needs Plans; Program of All-Inclusive Care for the Elderly organizations; and other health plans interested in incorporating the perspectives of consumers.

Key Takeaways:

• Effective member advisory councils gather direct member feedback to inform health plan operations and policies to meet member needs.
• To successfully recruit advisory council members, health plans use multiple avenues, including referrals from care coordinators and recruitment at community outreach events.
• Health plans can promote consistent member participation through supports like transportation, meals, and a stipend.
• Members stay engaged when health plans demonstrate they value member insight by using their feedback to make meaningful changes.
• Health plans provide ongoing training to advisory council participants to help members feel comfortable and empowered to provide feedback.
• Health plans use feedback loops between the advisory council and plan leadership to ensure members know the plan is acting on their recommendations. This includes updating the advisory council on how the plan is implementing their suggestions, or if the plan is not able to implement a suggestion, explaining the rationale. Plans also disseminate feedback from the advisory council to appropriate departments across the plan.