Overall health plan member satisfaction is up in 2015, according to the annual J.D. Power Member Health Plan Study.
The study, which is in its ninth year, measures satisfaction among members of 134 health plans in 18 regions across the U.S. The study examines six factors: coverage and benefits, provider choice, information and communication, claims processing, cost, and customer service. Member satisfaction is calculated on a 1,000-point scale.
The overall member satisfaction average was 679 in the 2015 study — a 10 point improvement over 2014. The primary driver behind the increase was health insurers' efforts to improve their communication with members and the information they share with them.
"Health plans have come a long way since last year as the focus shifted toward better serving member needs and building trust," said Rick Johnson, senior director of the healthcare practice at J.D. Power.
Here is the No. 1 plan in overall member satisfaction in each of the 18 regions examined for the study.
- California — Kaiser Foundation Health Plan
- Colorado — Kaiser Foundation Health Plan
- East South Central — Humana
- Florida — AvMed
- Heartland — BlueCross BlueShield of Kansas
- Indiana-Illinois — BlueCross BlueShield of Illinois
- Michigan — Health Alliance Plan of Michigan
- Mid-Atlantic — Kaiser Foundation Health Plan
- Minnesota-Wisconsin — Dean Health Plan
- Mountain — SelectHealth
- New England — Anthem Health Plans of New Hampshire
- New York-New Jersey — Capital District Physicians' Health Plan
- Northwest — Kaiser Foundation Health Plan
- Ohio — Anthem BlueCross BlueShield of Ohio
- Pennsylvania — Highmark BlueCross BlueShield
- South Atlantic — Kaiser Foundation Health Plan
- Southwest — Cigna
- Texas — BlueCross BlueShield of Texas and UnitedHealthcare
The 2014 Member Health Plan Study is based on responses from more than 31,000 members of 134 commercial health plans. The study was conducted in November and December 2014.
A breakdown of the states included in each region can be found here.
More articles on payer issues: