Only 45% of healthcare consumers are entirely pleased with their health insurance, according to a new study released today by next-generation healthcare SaaS startup HealthEdge.
An overwhelming 55% of beneficiaries in a study with more than 2,800 participants said they wanted more from their health plan, indicating a problem with payers' capacity to offer individualized treatment.
Participants in the survey reflect the variety of people that today's health plans serve, and survey data reflects all types of health plans.
The top five suggestions for what health plans may do to increase member satisfaction were as follows:
- Rewards and incentives for positive actions
- Access to doctors that provide treatment based on member preferences and personality attributes
- Easy access to health records
- Reliable client support
- Members' access to tools or knowledge to locate less expensive care
The performance of health plans' customer service departments and the quality of their self-help tools are becoming increasingly important as modern retail's always-on, highly tailored digital convenience molds the expectations and purchase decisions of today's healthcare consumers.
Healthcare customers now have more options than ever, and health plans compete more fiercely.
Forward-thinking health plans are adopting modern technology solutions that enable greater access to meaningful data, omnichannel engagement capabilities, and more personalized care management strategies to meet the onslaught of challenges in today's healthcare landscape.- Senior Vice President of Marketing at HealthEdge, Christine Davis.
High member satisfaction in 2023 necessitates rapid access to pertinent member data. Thanks to next-generation technology for core administration, care management, and member engagement, plans are given the crucial digital foundation they need to provide the experience that today's members deserve.
Care managers and providers may customize care plans to meet the requirements of members thanks to modern care management technologies.
Treatment teams with access to information on socioeconomic determinants of health, such as housing instability, food insecurity, and accessibility issues, may spot risks and link patients to the resources they need to adhere to treatment plans and lead healthier lives.
Payers with sophisticated core processing are flexible enough to design benefit plans that are tailored to the particular requirements of the communities they serve.
Plans may enable members to participate actively in their healthcare journey, understand their financial obligations, and make educated decisions by providing them with digital member engagement tools.
As a result of this digital revolution, healthcare for payers, providers, and patients is improved through reduced prices, higher quality, and better results.
The poll also revealed significant variations in responses from the customer segments by generation and line of business. The plans for dual-eligible persons—eligible for both Medicaid and Medicare—seem to have the best member satisfaction rates.
According to responses, people between the ages of 18 and 24 are four times more likely than people in other age groups to favor texting and mobile app messaging as their preferred method of contact with health plans.
Older members appear to prefer outreach through more conventional means, such as phone calls and emails, according to responses from participants 65 and older.
Davis concludes: "For this on-the-go, mobile-everything population, convenience isn't an option — it's a necessity."