Now in its fifth year, the study measures member satisfaction among 137 health plans in 17 regions throughout the United States by examining seven key factors: coverage and benefits, provider choice, information and communication, claims processing, statements, customer service, and approval processes.
Satisfaction with integrated health plans, such as Health Alliance Plan and Kaiser, averages 741 on a 1,000-point scale compared to 691 among members of plans where care is not integrated. In addition, members of integrated plans have a better understanding of their coverage and the processes necessary to get services. Sixty-three percent of integrated plan members say they completely understand the benefits covered, compared to 52% of non-IDS plan members. Forty-four percent of IDS plan members say they completely understand how to get preventive services while just 24% of non-IDS plan members say the same.
Richard Millard, senior director of the healthcare practice at J.D. Power said, “An advantage of these plans is that interactions center on the member as a patient because the provider and plan are integrated. The higher level of satisfaction with integrated plans is particularly important with the passage of the Affordable Care Act, which will result in the creation of accountable care organizations modeled after the IDS approach.
Members of integrated plans tend to be more satisfied with information and communication as well as coverage and benefits. “Information and communication remains the factor with lowest satisfaction among all plans, possibly reflecting the increasing complexity of health benefits. Because members are increasingly concerned about the uncertainties surrounding cost and coverage, plans that focus on delivering useful information to manage these changes tend to earn higher satisfaction scores,” said Millard.
Fifty-seven percent of health plan members chose to make changes involving cost or coverage during the past year or were required to do so – continuing a trend in which more members say they are powerless to control their healthcare costs.
With individual plans, satisfaction averages 667 points compared to 700 points with group health plans.
Exchange-based purchasing may result in further growth of the individual market, but it is not yet well understood. However, only one-half of all members think that by 2014 they will continue to purchase health insurance as they do now.
For more information, visit http://www.jdpower.com/healthcare/ratings/member-health-plan-ratings
Satisfaction with integrated health plans, such as Health Alliance Plan and Kaiser, averages 741 on a 1,000-point scale compared to 691 among members of plans where care is not integrated. In addition, members of integrated plans have a better understanding of their coverage and the processes necessary to get services. Sixty-three percent of integrated plan members say they completely understand the benefits covered, compared to 52% of non-IDS plan members. Forty-four percent of IDS plan members say they completely understand how to get preventive services while just 24% of non-IDS plan members say the same.
Richard Millard, senior director of the healthcare practice at J.D. Power said, “An advantage of these plans is that interactions center on the member as a patient because the provider and plan are integrated. The higher level of satisfaction with integrated plans is particularly important with the passage of the Affordable Care Act, which will result in the creation of accountable care organizations modeled after the IDS approach.
Members of integrated plans tend to be more satisfied with information and communication as well as coverage and benefits. “Information and communication remains the factor with lowest satisfaction among all plans, possibly reflecting the increasing complexity of health benefits. Because members are increasingly concerned about the uncertainties surrounding cost and coverage, plans that focus on delivering useful information to manage these changes tend to earn higher satisfaction scores,” said Millard.
Fifty-seven percent of health plan members chose to make changes involving cost or coverage during the past year or were required to do so – continuing a trend in which more members say they are powerless to control their healthcare costs.
With individual plans, satisfaction averages 667 points compared to 700 points with group health plans.
Exchange-based purchasing may result in further growth of the individual market, but it is not yet well understood. However, only one-half of all members think that by 2014 they will continue to purchase health insurance as they do now.
For more information, visit http://www.jdpower.com/healthcare/ratings/member-health-plan-ratings
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