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Category: HealthcareUnited States

  • 2022 U.S. Commercial Member Health Plan Study

    Normalizing Utilization and Pivot to Value-Based Care Delivery Models Present Opportunities for Employer-Sponsored Health Plans, JD Power Finds

    2022-05-25

    crescent.seward

    TROY, Mich.: 26 May 2022 — With pandemic-driven volatility in healthcare starting to subside, health spending and utilization are projected to normalize[1] during the next two years. According to the JD Power 2022 U.S. Commercial Member Health Plan Study,SM released today, that return to normal presents a complex set of challenges and opportunities for health plans, which have been struggling to win member trust and loyalty. At the top of the list, health plans need to focus on their customer-facing talent and their digital self-service tools.

    “We’re entering a period in healthcare where we anticipate a relatively predictable ramp-up in healthcare utilization, which will create significant opportunities for health plans to deliver more customer-centric and differentiated care,” said Christopher Lis, managing director, global healthcare intelligence at JD Power. “It’s important to note, however, that customer expectations have evolved during the past two years, in tandem with increasing momentum around the adoption of value-based care delivery models. Health plan members expect a personalized, hands-on experience when dealing with customer support and they expect a seamless digital experience when engaging online. Health plans have some work to do to get the formulas right.”

    Following are key findings of the 2022 study:

    • Overall satisfaction flat year over year: Overall satisfaction has increased 17 points (on a 1,000-point scale) during the past five years, but there is no change in 2022 from 2021, due in part to declines in satisfaction in customer service and dissatisfaction with coverage options and desired network providers.
    • Responsiveness and innovation drive higher satisfaction: The average overall satisfaction score among members who describe their health plan as being “responsive” is 847, which is 346 points higher than among those who describe their health plan as being “slow.” Similarly, the satisfaction performance gap between plans that are perceived as “innovative” (873) and those perceived as “conventional” (604) is 269 points.
    • Call center talent in crosshairs: Customer service call center performance among health plans declines overall in several metrics; including an index score decline of 5 points year over year (791 from 796). Members indicate putting more effort into calls handled by a customer service representative, citing examples of having to repeat information and not having their questions, requests or problems resolved in a timely manner. Phone hold times have increased an average of 52 seconds, or 15% year over year, while knowledge and clarity of information provided has declined.
    • Opportunities continue to leverage digital solutions and tools to improve care delivery: Although engagement activity has remained relatively consistent, members have declining satisfaction with text messaging support (-14 points), website (-6) and mobile app (-6). Consistent with this finding, just 22% of members describe their health plan as being “innovative,” a number that has not changed in the past three years.

    Study Rankings

    The study measures customer satisfaction with commercial member health plans in 22 geographic regions. Highest-ranking health plans and scores are as follows:

    • California: Kaiser Foundation Health Plan (773)
    • Colorado: Kaiser Foundation Health Plan (734)
    • Delaware/West Virginia/Washington D.C.: CareFirst BlueCross BlueShield (729)
    • East South Central: Humana (772)
    • Florida: Humana (783)
    • Heartland: Blue Cross and Blue Shield of Oklahoma (755)
    • Illinois/Indiana: Blue Cross and Blue Shield of Illinois (747)
    • Maryland: Kaiser Foundation Health Plan (791)
    • Massachusetts: Blue Cross Blue Shield of Massachusetts (714)
    • Michigan: Blue Cross Blue Shield of Michigan (748)
    • Minnesota/Wisconsin: Anthem Blue Cross and Blue Shield Wisconsin (734)
    • Mountain: Regence BlueCross BlueShield of Utah (749)
    • New Jersey: Horizon Blue Cross and Blue Shield of New Jersey (729)
    • New York: Capital District Physicians’ Health Plan (787)
    • Northeast:  Blue Cross & Blue Shield of Rhode Island (749)
    • Northwest: Kaiser Foundation Health Plan (736)
    • Ohio: Anthem Blue Cross and Blue Shield Ohio (725)
    • Pennsylvania: Geisinger Health Plan (761)
    • South Atlantic: Kaiser Foundation Health Plan (795)
    • Southwest: Anthem Blue Cross and Blue Shield Nevada (742)
    • Texas: Humana (768)
    • Virginia: CareFirst BlueCross BlueShield (766)

    The U.S. Commercial Member Health Plan Study, now in its 16th year, measures satisfaction among members of 147 health plans in 22 regions throughout the United States by examining six factors (in alphabetical order): billing and payment; cost; coverage and benefits; customer service; information and communication; and provider choice. The study also measures several other key aspects of the experience and member engagement. The study is based on responses from 36,366 commercial health plan members and was fielded from January through April 2022.

    For more information about the U.S. Commercial Member Health Plan Study, visit
    https://www.jdpower.com/business/resource/commercial-member-health-plan-study.

    About JD Power
    JD Power     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

    [1] Health Affairs Journal, March 28, 2022: https://www.healthaffairs.org/doi/full/10.1377/hlthaff.2022.00113

     

  • 2022 U.S. Dental Plan Satisfaction Study

    Biting Down on Value: Overall Dental Plan Satisfaction Falls as Industry Consolidation Rises, JD Power Finds

    2022-06-13

    crescent.seward

    TROY, Mich.: 14 June 2022 — As dental practices continue to consolidate after two years of pandemic uncertainty, patient visits seem to be leaving a cavity of satisfaction. Overall satisfaction is down 15 points (on a 1,000-point scale) from a year ago, according to the JD Power 2022 U.S. Dental Plan Satisfaction Study,SM released today. The study shows that dental plan providers must implement strong communication strategies to showcase plan value and increase customer satisfaction.

    “In a post-pandemic environment, dental plan members are demanding a higher level of value-based services,” said Christopher Lis, managing director of global healthcare intelligence at JD Power. “While consolidation in the dental industry could provide a higher level of service, plan providers still have work to do. The biggest opportunity here is to improve on overall communication, specifically in benefits, services and timeliness in claims. Customer satisfaction in both dental plan cost and coverage correlates directly with the ease of understanding plan benefits and services.”

    Study Ranking

    Humana Dental ranks highest with a score of 794. UnitedHealthcare Dental (789) ranks second and DentaQuest (784) ranks third.

    The 2022 U.S. Dental Plan Satisfaction Study is based on responses from 1,263 dental plan members. The study was fielded in March-April 2022. The study measures customer satisfaction with dental plan providers based on five factors, in order of importance: cost; coverage; communications; customer service; and claims and reimbursement.

    For more information about the U.S. Dental Plan Satisfaction Study, visit
    https://www.jdpower.com/business/healthcare/us-dental-plan-satisfaction-study.

    About JD Power
    JD Power     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

     

  • 2022 U.S. Vision Plan Satisfaction Study

    Increased Focus on Member Communications Needed to Sharpen Vision Plan Satisfaction, JD Power Finds

    2022-06-13

    crescent.seward

    TROY, Mich.: 14 June 2022 — Solid member communications correlates directly to overall satisfaction, according to the JD Power 2022 U.S. Vision Plan Satisfaction Study,SM released today. Satisfaction among plan members who contacted their plan provider is 44 points higher (on a 1,000-point scale) than those who did not. The study also shows that satisfaction improves when customers received information directly from their plan provider.

    “With vision becoming more prominent in value-based care designs, it’s important to keep an eye on—pun intended—ways to improve member communications,” said Christopher Lis, managing director of global healthcare intelligence at JD Power. “Receiving information about the network of eye doctors and eyewear stores corresponds with the highest lift in overall satisfaction 78 points. However, 43% of insureds received no information from their vision plan provider. There is an opportunity to increase customer satisfaction by focusing on consistent member communications.”

    Study Ranking

    Aetna Vision ranks highest with a score of 831. UnitedHealthcare Vision (800) ranks second and VSP (770) ranks third.

    The 2022 U.S. Vision Plan Satisfaction Study is based on responses from 1,247 vision plan members. The study was fielded in March-April 2022. The study measures customer satisfaction with vision plan providers based on five factors, in order of importance: plan coverage; cost; communication; customer service; and claims and reimbursement.

    For more information on the U.S. Vision Plan Satisfaction Study visit https://www.jdpower.com/business/healthcare/us-vision-plan-satisfaction-study.

    About JD Power
    JD Power     is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

    JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

    Media Relations Contacts
    Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
    John Roderick; East Coast; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

     

  • Telehealth Satisfaction Study Launch Announcement

    JD Power to Publish First-Ever Telehealth Satisfaction Study in November 2019

    2019-06-24

    jdp-root

    COSTA MESA, Calif.: 25 June 2019 — As new value-based payment models continue to re-define the consumer healthcare experience, the use of telehealth as a lower-cost form of medical consultation has skyrocketed in popularity. Among the commercially insured, telehealth visits increased 261% between 2015 and 20171 and the Centers for Medicare and Medicaid Services (CMS) report that telehealth adoption has grown more than 65%.2 In order to evaluate customer satisfaction with this growing crop of telehealth providers, JD Power is launching its first-ever Telehealth Satisfaction Study in November 2019.

    Evaluating telehealth providers in three categories—direct-to-consumer, payer-owned and health system-owned—the JD Power 2019 Telehealth Satisfaction Study will track the customer journey across five factors: awareness and selection; enrollment; consultation; billing and payment; and customer service. Objective benchmark performance metrics such as the JD Power Customer Satisfaction Index model and the Net Promoter Score3 will be reported along with various behavioral metrics in the form of key performance indicators. Advocacy and loyalty measures will also be collected to help determine and forecast adoption rates across the United States.

    Further, as part of the study, JD Power will also evaluate Telehealth non-users to measure awareness, potential usage and expectations.

    “With a combination of steady organic growth and announced changes to the CMS reimbursement schedule that will allow providers and payers to be reimbursed for utilization of telehealth services, the telehealth marketplace is on the verge of rapid expansion,” said Greg Truex, Managing Director of Healthcare Intelligence at JD Power.“With the industry projecting a 20-30% increase in usage, it is critical to establish trusted, objective benchmarks for the quality of this type of service. Current providers are still figuring out what are the best performance metrics, what customers are really looking for in a telehealth experience and how to exceed patient expectations. This study will answer those questions and more.”

    “We know from our insurance market research this year that half of healthcare insurance consumers are considering telehealth as an alternative to traditional primary care, so we are interested in developing telehealth research in order to understand how consumers experience new technology in healthcare and how it affects their overall satisfaction with different providers,” said James Beem, Managing Director of Healthcare Intelligence at JD Power.

    JD Power award-eligible organizations that will be part of the study include (in alphabetical order):

    Direct-To-Consumer Segment

    98Point6

    Amwell

    Doctor On Demand

    HealthTap

    MeMD

    MDLIVE

    Teladoc

    Payers Segment4

    Aetna

    Anthem

    Blue Cross/Blue Shield

    Cigna

    Humana

    United Healthcare

    Health Systems Segment

    Ascension

    Adventist Health

    Atrium Health

    Catholic Health Initiatives

    Dignity Health

    Intermountain Healthcare

    Kaiser Permanente

    Memorial Hermann

    Memorial Health

    Mercyhealth

    MultiCare

    Novant Health

    Ochsner Health

    Providence Health

    Spectrum Health

    Sutter Health

    Trinity Health

    U.S. Department of Veterans Affairs (unranked)

    JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power has offices serving North America, South America, Asia Pacific and Europe.

    Media Relations Contacts
    Geno Effler, JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]
    John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

    About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

    1JAMA, Trends in Telemedicine Usage in a Large Commercially Insured Population, 2005-2017, Nov. 27, 2018 https://jamanetwork.com/journals/jama/fullarticle/2716547

    2CMS.gov, Information on Medicare Telehealth, Nov. 15, 2018, https://www.cms.gov/About-CMS/Agency-Information/OMH/Downloads/Information-on-Medicare-Telehealth-Report.pdf

    3Net Promoter,® Net Promoter System,® Net Promoter Score,® NPS,® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

    4Special Oversample for Medicare and Medicaid recipients.