Retention & Satisfaction Solutions Pinpoint targeting & personalized outreach to retain members & improve CAHPS


The key to improving CAHPS and lowering voluntary disenrollment is not only targeting members that are at highest risk for satisfaction, access and disenrollment, but also communicating with these members by directly addressing their barriers to engagement, and using communication channels that are most effective in changing behavior.

Decision Point has helped Medicare Advantage, Special Needs, Medicaid and Exchange Plans to improve CAHPS and retention by pinpointing high risk members and delivering personalized, impactful communications.

Decision Point has developed a highly-effective and scalable way to predict satisfaction, access to care and voluntary disenrollment. The model is designed to use a variety of different data inputs including member enrollment history, clinical profiles, health-seeking behavior, utilization patterns, physician relationships, member engagement, social/economic profiles and many other factors. Not all data elements are required, but additional data not only boosts accuracy, but also provides valuable insights on potential behavior.

Decision Point has delivered consistent and sustained results by helping plans target the right members with the right message at the right time.

Check out Decision Point’s CAHPS Playbook.



Results & Outcomes

Deploying Decision Point’s models and methods yield’s significant and sustained outcomes, including:

  • CAHPS scores related to access, timeliness, satisfaction and care coordination improved by an average of 12-15% using mock CAHPS surveys for measurement – leading to a 1 Star improvement across at least 4 CAHPS Star measures.
  • 20%-25% improvement in disenrollment rates annually for Medicare members;
  • 15% improvement in disenrollment rates annually, and a 10% improvement in recertification rates for Medicaid members; and,
  • 12% improvement in disenrollment rates annually for Exchange members.


Contact Decision Point today to learn more.


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