More than half of healthcare consumers not fully satisfied with their insurance
An overwhelming 55% of beneficiaries want more from their health plan, including more personalized care from payers.
Photo: Tempura/Getty Images
Only 45% of healthcare consumers are fully satisfied with their health insurance, new data shows. In a survey of more than 2,800 participants conducted by HealthEdge, an overwhelming 55% of beneficiaries want more from their health plan, including more personalized care from payers.
When asked what health plans can do to improve member satisfaction, the top five responses were incentives and rewards for healthy behaviors; easy access to health records; access to providers who offer care based on member preferences and personal traits; good customer service; and tools or information to help members find less costly care.
The survey data represents all different types of health plans, according to HealthEdge.
WHAT'S THE IMPACT?
Survey authors contend that the highly personalized convenience of modern retail is molding the expectations and purchasing decisions of today's healthcare consumers. The quality of health plans' self-service tools and the effectiveness of their customer service grow increasingly critical in this environment.
Christine Davis, senior vice president of marketing at HealthEdge, said that market dynamics are creating a "perfect storm" for payers – "one that requires a renewed focus on personalizing member experiences and improving member satisfaction," she said.
What payers need, according to HealthEdge, are care teams with access to data on social determinants of health – such as housing instability, food insecurities and transportation barriers – so they can identify risks and connect members to the support they need to follow their care plans.
The survey also uncovered key differences among generational and line of business consumer segment responses. Dual-eligible plans, designed for people who qualify for both Medicare and Medicaid, appear to have the highest member satisfaction.
Responses suggest 18–24-year-olds are four times more likely than other age groups to prefer communicating with health plans in digital ways, such as texting and mobile app messaging. Responses from participants age 65 and up imply older members prefer outreach through more traditional channels, such as phone calls and emails.
THE LARGER TREND
Despite an industry-wide transition to value-based payment models that incentivize preventive care and proactive communication between health plans and members, commercial health plans are missing the mark when it comes to patient engagement, according to the J.D. Power 2023 U.S. Commercial Member Health Plan Study released in June.
Customer satisfaction with commercial health plans is particularly strained among members of Gen Y and Gen Z, driven largely by poor customer service and communication scores. Similarly, members with the lowest self-reported health status are most likely to experience communications challenges with their health plans.
This year, overall satisfaction fell 13 points on a 1,000-point scale, driven largely by a 33-point decline in satisfaction with customer service. Coverage and benefits (-20 points), provider choice (-16) and information and communication (-16) also declined significantly.
Despite investment in digital health tools, health plan member usage remains low, the report found. Digital usage for all tools and support remains below 50%. Even among the sickest patients, use of online health assessments is 18%, use of chronic disease management tools is 8%, use of online triage and nursing support is 10%, and remote monitoring 6%.
Twitter: @JELagasse
Email the writer: Jeff.Lagasse@himssmedia.com
