Customer satisfaction with healthcare providers varies widely across the United States

A new J.D. Power and Associates study shows that customer satisfaction with healthcare providers varies widely across the United States.

The 2009 National Health Insurance Plan Study is based on more than 33,000 health plan subscriber interviews conducted online between December 2008 and January 2009. Health plan members were asked to rate their health insurance company on seven key factors: coverage and benefits, provider choice, information and communication, claims processing, statements, customer service and approval processes.

The study finds that people working for small employers (50 employees or fewer) are less likely to be satisfied with their health plan than those working for larger organizations, who are more likely to re-enroll and recommend their plan to others.

“As unemployment rates rise across the nation, more members are moving to individual health plans from employer-sponsored plans,” said Jim Dougherty, executive director of the healthcare group at J.D. Power and Associates. “By more effectively managing the member experience for this growing segment of subscribers, health plans could reap considerable financial benefits through increased retention and recommendations and prepare themselves for the anticipated healthcare reform measures facing the industry, which are likely to drive additional enrollment among previously uncovered individuals and small employers.”

Health plan members in New England report the highest levels of satisfaction among the 17 geographic regions covered in the study, while those in Colorado are the least satisfied. Closely trailing New England are Michigan and Pennsylvania-Delaware.

Among demographic groups, satisfaction is significantly higher among members age 65 or older, while females are, on average, slightly more satisfied with their health plans than males.

Other findings of the study:

• Overall satisfaction remains fairly consistent between plan types (HMO, PPO, and POS), with HMO members having the highest level of satisfaction.
• National plans are highest in customer satisfaction in just two of 17 regions, and have problems delivering a consistent experience across the country.
• The coverage and benefits factor has the most impact on satisfaction, accounting for 30 percent of the health plan experience rating, while provider choice remains the most satisfying health plan factor in 2009, accounting for nearly one-fourth of the health plan experience rating.