62% of Americans don't trust their health plan when looking for care, survey finds

A majority of Americans don't like to go through their health plan to find care, but there are key changes payers can enact to build more trust with members, according to a new survey released Dec. 13 by Ribbon Health, a software solutions firm.

The survey was conducted by market research company OnePoll, which surveyed 1,000 consumers nationwide in October about their healthcare experience. Read the full survey here

Three key takeaways:

  • A majority of Americans (62 percent) do not trust their health plan when they are searching for care, and only 28 percent said they are likely to use their health plan’s website to search for a provider.

  • A majority of respondents (66 percent) said they would trust their health plan more if they could access more accurate provider directories, and 61 percent said provider information is "somewhat" or "very" important. 

  • The top factor respondents said would create a better healthcare experience: personalized health coverage (53 percent).

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