Health plans focused on communicating more effectively with their members got good news from the J.D. Power 2015 Member Health Plan Study, which showed a 17 point bump in satisfaction in the areas of information and communication.
Health plans focused on communicating more effectively with their members got good news from the J.D. Power 2015 Member Health Plan Study, which showed a 17-point bump in satisfaction in the areas of information and communication.
In addition, satisfaction with customer service rose 11 points, and cost satisfaction increased by 13 points.
The news comes at a time when many health plans are ramping up call centers, websites and information touch points as they seek to connect directly with consumers.
“Health plans have come a long way since last year as the focus has shifted toward better serving member needs and building trust. However, there is still a lot of work to do,” said Rick Johnson, senior director of the healthcare practice at J.D. Power. “Health plans need to take a more customer-centric approach and keep their members engaged through regular communications about programs and services available through their plan. When members perceive their plan as a trusted health partner, there is a positive impact on loyalty and advocacy.”
Members are also less likely to switch plans if they “strongly agree” that their health plan is a trusted advisor.
The study of 134 health plans in 18 U.S. regions ranked satisfaction on a 1,000-point scale. According to results, satisfaction among plan members was highest in California (695 points), and lowest in New England (664 points).
Access the complete study