Medi-Cal’s Member Advisory Committee earns praise, though DHCS report identifies areas for improvement
An independent evaluation found Medi-Cal’s Member Advisory Committee has helped DHCS become more member-centered, though official communications left out members’ calls for more transparency, training, and focused agendas.
When the Department of Health Care Services (DHCS) launched the Medi-Cal Member Advisory Committee (MMAC) in May 2023, it was billed as a first-of-its-kind body designed to give members and caregivers a direct voice in shaping Medi-Cal policy and services. A new evaluation from Bright Research Group (BRG), supported by the California Health Care Foundation, shows that the effort has had real impact—but also points to areas where DHCS could go further.
A Committee Designed for Member Voices
The MMAC was created to bring lived experience directly into the policymaking process. Meeting quarterly with DHCS leadership, the committee was intentionally diverse, reflecting Medi-Cal’s broad membership across age, race, language, and geography.
Between 2023 and 2024, BRG evaluated the MMAC through interviews, surveys, and small-group conversations. Their review found that DHCS leaders consistently showed up, members felt respected and valued, and member feedback directly shaped public-facing communications on complaints and appeals. One member explained:
“We all chimed in that we didn’t understand the word ‘ombudsman’ and that [that] word would not translate to other languages. I feel like they heard us, because we were very vocal.”
Evaluation Findings: Progress and Refinements
The evaluation confirmed that members overwhelmingly appreciated the experience. Surveys showed that 96% agreed or strongly agreed that meetings were well-facilitated, and none of the participants shared a negative view. Members described the committee as a powerful space for influencing change:
“The individuals who are hearing us at DHCS are the decision makers and their leaders. The director comes to our meetings, and it is powerful and shows they are invested."
But alongside the praise, members and evaluators highlighted refinements needed to strengthen the MMAC:
- Closing the loop: Members wanted DHCS to report back on what happened with their recommendations. As one member put it: “I would like for DHCS to loop back to let us know what the final decision was.”
- Focused agendas: Quarterly meetings sometimes covered too much ground. Members suggested narrowing topics and spending multiple sessions on complex issues like mental health.
- Building capacity: Optional training, orientation, and even peer mentorship were recommended to help members better navigate Medi-Cal’s complex systems and contribute more effectively.
- Future planning: The evaluation urged DHCS to maintain leadership participation, ensure diversity, publish annual reports, and consider in-person or regional convenings as the committee transitions to a federally required Beneficiary Advisory Committee (BAC).
How DHCS Framed It
In its August 2025 stakeholder update, DHCS highlighted the MMAC’s successes: the launch of a diverse committee, BRG’s evaluation, member pride, improvements to member-facing communications, and a broader cultural shift toward member-centered practice.
All of those points are accurate. But the official communication left out the evaluation’s constructive feedback—especially members’ requests for stronger transparency, more focused agendas, and additional support to build their capacity.
Read the full text of the DHCS stakeholder update
"In May 2023, DHCS launched the Medi-Cal Member Advisory Committee (MMAC), a diverse group of Medi-Cal members and caregivers who share their lived experiences directly with DHCS leaders. The committee members meet quarterly with Department leadership to discuss topics related to Medi-Cal policy development, programs, and service implementation, or other issues that directly impact Medi-Cal member services and benefits.
"Bright Research Group, supported by the California Health Care Foundation, evaluated the value, experience, and impact of the MMAC from inception through December 2024. The evaluation found that MMAC members valued their experience with the MMAC and were proud of the ways they have contributed, citing concrete examples of how they informed member-facing communications so all Medi-Cal members can understand and use them. Through collaborative implementation of the MMAC and direct engagement with members, DHCS continues to shift its organizational culture and practices to be more member-centric."
Why It Matters
The evaluation itself was highly positive, but it was also nuanced. By emphasizing only the good news, DHCS risked presenting the MMAC as a finished success story rather than what it truly is: a promising model still being refined.
For members, transparency about both achievements and ongoing improvements is key to building trust. For DHCS, carrying forward lessons on feedback loops, training, and focus will be essential as the state transitions to the federally required Beneficiary Advisory Committee.
The Bottom Line
The Medi-Cal Member Advisory Committee has proven that member voices can directly influence DHCS policies and practices. Members are proud of what they’ve accomplished, and DHCS leaders have shown a new willingness to listen. But sustaining that progress will depend on whether DHCS embraces not just the successes but also the lessons for growth.
