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Webinar Replay: A Deep Dive into Improving CAHPS Member Experience Measures at Health Plans

This webinar was held on May 19, 2021.

Member experience measures from the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey play a growing role in the quality rankings of Medicaid and Medicare health plans, with the difference between high and low plan scores often amounting to a few percentage points. During this webinar, HMA quality expert David Wedemeyer delved into how Medicaid and Medicare plans can improve their CAHPS scores and thereby benefit from incentive payments tied to high quality performance.

Learning Objectives

  • Understand the growing role CAHPS measures have in health plan quality rankings and incentive payment models.
  • Learn how to develop a comprehensive member experience improvement structure, including a process for identifying and engaging members most likely to be dissatisfied.
  • Find out how the use of data analytics can drive a deeper understanding of trends in member experience and help identify real opportunities to improve.
  • Discover techniques for obtaining point-of-service feedback that can help address potential member experience issues before they arise


David Wedemeyer, BSN, Principal, Los Angeles, CA