What members want from their health plans
Read the 2020 Health Plan Member Engagement Report
Consumers are increasingly accustomed to personalized, on-demand service. They want their healthcare to catch up.
Wellframe commissioned a survey of more than 1,100 individuals in the United States who have either public or private health insurance coverage to deliver insights to help health insurance plans provide members with more unified and coordinated experiences.
Discover what members want from their health plan.
"Too generic"
When people don’t understand their health insurance, they are more likely to avoid care, which can lead to poorer health outcomes. A 2018 study published in JAMA, a peer-reviewed medical journal, found that lower health insurance literacy is associated with greater avoidance of both preventative and non-preventative services.
Addressing members’ frustrations
Many survey participants found their plans to be:
60%
Said they think a lot of the information they receive from the healthcare system is “too generic and not personalized to me.”
57%
Sought support or guidance from their health plan and were “frustrated” by the experience.
46%
Said they wish there was more support from doctors and health plans for their personal healthcare journey.
The fragmented nature of the U.S. healthcare system can lead to negative health consequences, as people may not have the support they need to manage their health between clinical encounters.
Consequences of uncoordinated care
4.9%
Were confused by instructions from their doctor and took the wrong actions
34%
Missed one or more appointments with a healthcare provider
42%
Forgot to take a dose of their prescription
Healthcare Experiences “Generic” and Not Personalized
25%
Had a question about their health and benefits and needed help outside of business hours
13.5%
Had difficulty monitoring a health issue, such as blood pressure or blood sugar
"Too disjointed"
There is a broad consensus from respondents in this survey that health plans have an important role to play in becoming a trusted advocate for all of members’ healthcare needs.
What consumers want from their health plan
Health plans can play an important role in augmenting the support members receive between clinical encounters, as well as partnering and coordinating with providers to ensure that people with chronic conditions receive the support they need.
An ideal whole-person care team includes a staff member, often referred to as a Health Advocate, who can help coordinate health support and resources, serving as a single point of contact for members.
80%
Said that if their health insurer offered them a service to help them find and schedule an appointment with a doctor who is best for their specific healthcare needs, they would use it.
38%
Of respondents said they had sought support from their health plan for mental health concerns, such as stress and anxiety
75%
Said having increased access to a virtual care team would help them keep to their doctor’s recommendations during the COVID-19 pandemic.
49%
Preferred interacting with providers using virtual tools.
Takeaway
Wellframe worked with a third-party provider to collect responses from 1,103 U.S. adults with public or private insurance.
About this survey
Blue Cross Blue Shield
24.21% | 267
Medicare
18.68% | 206
Medicaid
11.51% | 127
Other
10.70% | 118
United
Healthcare Group
8.34% | 92
Humana
4.26% | 47
Anthem
2.99% | 33
VA Health care progam
1.63% | 18
Health Care Service Corp.
0.63% | 7
Wellcare
0.54% | 6
MCNA Insurance
0.27% | 3
Kaiser Permanente
4.17% | 46
Aetna
6.98% | 77
53%
47%
Female
Male
22%
18–29
years old
22%
30–44
years old
34%
45–60
years old
21%
60+
years old
Health plans must own the member experience
Health plans have a unique role to play in interacting with members in more continuous and personalized ways to keep them more engaged. By leveraging digital health management, health plans are ideally equipped to close the current gaps in episodic care, and help their members live healthier, happier lives.
Deliver the seamless digital experience members demand.
BOOK A MEETING
