Transforming the Member Experience: The Power of Social Care Advocacy on CAHPS

Member satisfaction and experience are paramount in importance for managed care plans. When it comes to measuring how members are feeling about their health plans that means Consumer Assessment of Healthcare Providers and Systems® (CAHPS®) surveys. The integration of social care into healthcare has proven to have a remarkable impact on both member experience (reducing voluntary disenrollment rates and strengthening the relationship between health plans and plan members) and CAHPS® scores. In this blog post, we will explore how social care advocacy positively impacts CAHPS®, and how BeneLynk can support your plan in meeting its CAHPS® goals.

The Role of Social Care Advocacy

Social care advocacy plays a pivotal role in health plans’ ability to improve health outcomes and enhance the overall experience for beneficiaries. Social care advocates work with members to address social determinants of health and other non-clinical barriers that prevent individuals from achieving their highest level of health. These advocates serve as a bridge between healthcare providers and community resources, ensuring that members' social needs are met.

Let's delve into the positive effects of social care advocacy on CAHPS:

1. Improved Member Experience:

One of the primary goals of CAHPS is to measure the member experience. Social care advocates can improve the member experience by addressing social risk factors that may otherwise negatively affect a member’s experiences with the health plan. Well-trained advocates empower members by helping them address barriers they are facing and facilitating access to essential programs and benefits (for instance, helping a member secure stable housing or access to nutritious food). By doing so in a personalized and caring way, a social care advocate can foster a sense of dignity and respect and give members firmer control over their healthcare and well-being. Ultimately, this not only leads to improved member experience but also contributes to a more equitable and compassionate healthcare environment.

2. Enhanced Communication:

Communication between members, health plans, and providers is a key focus of CAHPS surveys. Social care advocates can act as a bridge of understanding between the health plan and member by ensuring that a member’s health needs are being met beyond their clinical treatment. At BeneLynk, we believe that the human connection is a fundamental component of a successful multi-channel social care program, and in our experience, advocacy centered on a human-to-human conversation can greatly improve the member experience and increase member retention. By building a meaningful relationship with your members, you set your plan up for success in engaging and communicating with your members in the future.

3. Timely Access to Care:

Social care advocates can help members navigate the complex healthcare system by ensuring that they receive timely access to necessary medical services. For example, a member who relies on another individual for their transportation needs may be at the mercy of that person’s schedule and availability. This may prevent the member from receiving care promptly. However, a social care advocate can link members to local transportation services, allowing them to get to their appointments within a reasonable timeframe. This not only positively influences CAHPS scores but also has a direct impact on health outcomes.

4. Data-Driven Improvements:

Social care interactions are an excellent opportunity for health plans to collect important data that deepens our understanding of member experiences outside of the clinical setting. Data-driven insights enable targeted quality improvement efforts and allow health plans to address specific issues that may be negatively impacting member satisfaction and perceptions of care. Over time, as organizations make data-informed changes to their processes and support services, they are more likely to see improvements in CAHPS scores, reflecting a higher level of member satisfaction and better overall health plan experiences.

Wrapping It Up

Incorporating social care advocacy into the healthcare system has had a profound impact on CAHPS and, by extension, the quality of health plan services. By addressing social determinants of health, improving communication, building trust, and ensuring timely access to care, social care advocates contribute to a holistic and member-centered approach to healthcare. As healthcare continues to evolve, the role of social care advocacy is likely to become even more crucial in enhancing member satisfaction and improving healthcare outcomes. This is one of the most important elements on your path to achieving and maintaining 5 STARS!