by Juliane Matignas
“I wish everyone could really understand how their medical coverage works, and see all of the work that goes on behind the scenes to support members,” said Blue Shield of California Promise Health Plan member Gloria Behn.
This is why Behn says she's served on Blue Shield Promise’s Los Angeles County Community Advisory Committee since 2014. She also shared that she enjoys learning everything she can about Blue Shield Promise and getting her questions answered.
Each quarter, Blue Shield Promise seeks input from its providers, members and stakeholders through its Medi-Cal Advisory Committees, made up of two Community Advisory Committees — one in Los Angeles County and another in San Diego County — a Public Policy Committee and two Provider Advisory Councils. About 62% of the Community Advisory and Public Policy Committees are made up of Blue Shield Promise enrollees.
The Community Advisory Committees specifically are designed to bring together local residents and Blue Shield Promise members to provide feedback on operations, policies and programs. The insights from these committees have led to tangible improvements, from redesigning member identification cards with larger fonts, to ensuring outreach materials better reflect the diverse communities Blue Shield Promise serves.
“I’ve truly enjoyed my time on the Community Advisory Committee, because of the people and the opportunity to improve how my health insurance company supports its members,” said Ruth Relyea, an El Cajon resident who’s been part of the San Diego County Community Advisory Committee for 10 years.
The committees’ success are built upon improving members’ digital literacy, encouraging a discussion-first approach to topics and ensuring an environment where members feel heard, valued and comfortable sharing their ideas and feedback openly.
In fact, when the Center for Health Care Strategies recently hosted a "Strengthening and Improving California Managed Care Plan Community Advisory Committees" workshop, Blue Shield Promise was invited to showcase its model as a best practice.
Designed for California’s 23 Medi-Cal Managed Care Plans, the workshop offered support in meeting requirements set by the California Department of Health Care Services — to develop and maintain a Community Advisory Committee with plan membership and reflective of the Medi-Cal population in the plan’s service area.
According to the Department of Health Care Services website, the committees are designed to “provide information, advice and recommendations on educational and operational issues with respect to the administration of the plan’s cultural and linguistics services program.”
Blue Shield Promise accepts committee applications year-round and informs members about the committees through its member handbook, community organizations and on its website. Those interested in joining are invited to fill out an interest form which is then reviewed by a selection group made up of providers and representatives from community organizations that serve the Medi-Cal population.
“Blue Shield Promise truly values the feedback that comes from the members of the committee — and I know it makes a difference because I’ve seen the health plan implement changes that we recommended to improve experiences for members,” said Relyea.
Blue Shield Promise Community Advisory Committee members are engaged, with an 85% average meeting participation rate in 2024. The Los Angeles committee currently has 18 members, and the San Diego committee has 12.
A week ahead, Blue Shield Promise program manager Araceli Garcia connects with each attendee to review the upcoming meeting materials and ensure members have the transportation or technology needed to attend the meeting. The goal is that members feel equipped and comfortable to provide their honest feedback and take part in robust discussions.
“Everyone who has taken part in these committees has enjoyed the experience and knows we take their feedback and listen to their input,” said Garcia, who’s overseen the program since 2018. “Their feedback is crucial to our processes, and committee members understand that Blue Shield Promise is invested in helping navigate their health care and resolve issues.”
For information or to join a Blue Shield Promise CAC, visit Community Advisory Committees | Blue Shield of CA Promise Health Plan