Effective communications strategies require states to understand the needs and preferences of beneficiaries. MACPAC contracted with PerryUndem to conduct nine virtual focus groups to hear directly from Medicaid beneficiaries about their preferences communicating with state Medicaid agencies during the enrollment and renewal processes.
Focus groups were conducted from May through July 2021 in four states: Florida, Louisiana, Michigan, and Texas. These states were selected as part of MACPAC’s work on beneficiary communication, as detailed in an accompanying issue brief, Beneficiary Preferences for Communications Regarding Eligibility, Enrollment, and Renewal. Participants all spoke about the importance of having multiple options available for enrollment and renewal, as not everyone has the same preferences or comfort with technology.