For health plans
Know what members actually experience.
Complaints, quality scores, and disenrollment numbers tell you something’s wrong, never why. With Sensavera, members explain what’s going on in their own words.
CAHPS composite
Getting Needed Care
Down year over yearBehind one theme
The conversation the theme came from.
Nothing in the panel above is a summary someone wrote after the fact. These verbatims come from AI-moderated conversations, and each theme opens back to the full conversation, timestamped.
The theme
“When my refills ran out, I just went to the urgent care since they take walk-ins.”
The theme
“They keep charging me $85 a month for CPAP supplies my plan supposedly approved.”
“My doctor left the network in March. The directory still lists her, and the two doctors I called next weren’t taking new patients.”
“Since last fall. When my refills ran out, I just went to the urgent care since they take walk-ins.”
A Getting Needed Care story that CAHPS would report as one low number.
“They keep charging me $85 a month for CPAP supplies my plan supposedly approved.”
“Early on, yeah, so many times. But no one fixed anything. I’ve honestly just given up. Now I’m looking at what other plans are offering.”
The grievance that never got filed, surfaced while there was still time to act.
Behind the score
See what’s underneath a low CAHPS score.
Our AI-moderated voice conversations enrich (not replace) CAHPS. They can field off-cycle, as pulse checks, or follow-ups, and never reference the survey to members, so you learn the why without touching the instrument or its fielding window.
Members open a link or scan a QR code and talk on their phone, tablet, or computer. No app, no appointment. Nobody is called.
“Seeing which CAHPS scores moved, that’s easy. Figuring out what made them move, that’s what you solve for. And that’s hard!”VP of Quality & Stars, regional Medicare Advantage plan
Of members never respond to CAHPS at all. Their workarounds and silent challenges stay hidden.1
Per focus-group session. Focus groups go deep with the dozen members free that day. Sensagrams go deep with those who weren’t free that day, too.2
1 AHRQ CAHPS Survey; Oregon Health Authority, 2025. 2 Drive Research, 2026.
One source, many priorities
Different teams. Different questions.
The same member truth.
Every conversation is transcribed, human-reviewed, and synthesized, with each finding traceable to its source conversation, so every team (Member Experience, Stars, Operations and Strategy) works from the same set of ground truths.
What your team gets back
Short audio clips and quotes that make a member’s experience real.
Specific, ranked suggestions tied to what matters to you.
Exportable synthesis built for executive leadership, board presentations, and vendor-accountability conversations.
How we protect your members
Built for members before it’s built for data.
Every conversation runs inside plan-approved boundaries, and every safeguard is a process you can hand to your compliance team.
Disclosed, always
Members are told up front they’re speaking with an AI moderator. They can say what they wish, and stop at any point.
Hard boundaries
Our AI model never gives medical advice, and follow-ups stay inside the topics your team approves. Distress or safety signals are flagged for human follow-up.
Data handling
HIPAA: we execute a BAA before any PHI is in scope. Data is encrypted in transit and at rest, access is role-based, and your plan owns the data. Anonymity for members is an option.
Outreach runs on your rules. Members are invited through a channel your plan approves, consent is captured up front, and every campaign is documented for your compliance and CMS review.
Questions
Questions quality leaders ask.
Does this touch our CAHPS instrument or fielding window?
No. Sensagrams can field off-cycle, as pulse checks, or follow-ups, and never mention the survey to members. They enrich CAHPS; they don’t replace it or compete with it.
Can our compliance team review this before it fields?
Yes. Your team approves the questions and boundaries before anything fields, outreach runs through a channel your plan approves, and every campaign is documented for compliance and CMS review.
Is this a survey?
No. A sensagram is an AI-moderated, human-reviewed conversation: members speak in their own words.
Hear the grievance that never got filed.
Or anything that matters to you: a specific population, a key question, why ED utilization runs high, or the story behind recent disenrollments. We’ll show you how we’d get you answers you can act on.