The 2023 Medicare Advantage (MA) and Part D final rule requires Dual Eligible Special Needs Plans (D-SNPs) to establish and maintain at least one enrollee advisory committee (EAC) for each state in which the D-SNP is offered that is reasonably reflective of health plan membership.1 Soliciting member feedback through EACs can help health plans understand and address barriers to high-quality and coordinated care, which can lead to improvements to member care. This is particularly important for D-SNPs as the population dually eligible for Medicare and Medicaid has a higher prevalence of health and social needs compared to Medicare-only and Medicaid-only populations.2
EACs provide health plans with direct feedback on member experiences, allowing plans to gather input and refine their activities or benefit offerings to be more responsive to the needs of the population they serve. EACs may also help plans build trust with their members and ensure that plan decisions represent the diversity of their membership.
This tip sheet describes how to gather, analyze, and implement feedback suggested by EAC participants. The tip sheet also provides strategies and examples for how health plans have implemented feedback loops with their EACs.
1 Federal Register. (2022). Medicare Program; Contract Year 2023 Policy and Technical Changes to the Medicare Advantage and Medicare Prescription Drug Benefit Programs. Retrieved from https://www.federalregister.gov/documents/2022/05/09/2022-09375/medicare-program-contract-year-2023-policy-and-technical-changes-to-the-medicare-advantage-and.
2 Medicare-Medicaid Coordination Office. (2019). FY 2019 Report to Congress. Retrieved from https://www.cms.gov/Medicare-Medicaid-Coordination/Medicare-and-Medicaid-Coordination/Medicare-Medicaid-Coordination-Office/Downloads/FY-2018-Report-to-Congress.pdf.