What You Should Know:
- New research released today by next-generation healthcare SaaS company HealthEdge reveals that only 45% of healthcare consumers are fully satisfied with their health insurance.
- In a survey of more than 2,800 participants, an overwhelming 55% of beneficiaries want more from their health plan — signaling shortcomings in payers’ ability to provide personalized care.
Survey of 2800 Health Plan Beneficiaries Reveals Members Want More Personalized Care
The survey data highlights several significant themes in health plan member satisfaction and the evolution of modernization in healthcare. The survey’s highest-ranked suggestions for improving member satisfaction with health plans include:
- Incentives and Healthy Behaviors: Members appreciate incentives for maintaining healthy lifestyles.
- Accessible Health Records: Easy access to personal health records is crucial for member contentment.
- Provider Alignment with Preferences: Access to care providers who consider personal preferences and traits is valued.
- Quality Customer Service: Effective and helpful customer service greatly influences member satisfaction.
- Cost-Effective Care Tools: Tools and information assisting members in finding more affordable care options are essential.
Shift in Expectations from Retail Influence: The expectations of today’s healthcare consumers have been molded by the convenience and personalization of modern retail experiences. As a result, health plans are expected to provide highly efficient self-service tools and effective customer service.
Competition and Personalization in Healthcare: The increasing variety of health plans available to consumers has intensified competition. This necessitates a renewed focus on delivering personalized experiences to enhance member satisfaction and engagement.
The Role of Next-Generation Technology: Modern technology, particularly in core administration, care management, and member engagement, plays a pivotal role in member satisfaction. These technological advancements allow tailored care plans, utilization of social determinants of health data for risk identification, and the agility to create unique benefit plans.
Empowering Members through Digital Engagement: The digital transformation empowers health plan members to actively participate in their healthcare journeys. By providing tools that enable informed decision-making, cost understanding, and engagement, health plans can contribute to better outcomes.
Generational and Segment Variations: Survey data highlights variations in satisfaction based on different demographics and plan types. Dual-eligible plans, targeting individuals eligible for both Medicare and Medicaid, demonstrate higher member satisfaction. Younger generations show a preference for digital communication, while older members still prefer traditional channels like phone calls and emails.