Member satisfaction in commercial health plans declined from 2022 to 2023, especially among younger generations, according to J.D. Power's 2023 Commercial Member Health Plan study.
Members of Generation Y and Generation Z reported low ratings of their health plans' customer service and communication, according to a May 31 news release from J.D. Power.
"The transition to value-based care is predicated on the idea that payers and providers can drive better outcomes at a lower cost by improving patient engagement, yet many commercial health plans are having challenges getting the right information and support to patients when and where they need it," Christopher Lis, managing director of global healthcare intelligence at J.D. Power, said in the news release.
J.D. Power surveyed 32,656 members of 147 commercial health plans in 22 regions. Plans were rated on a 1,000-point scale based on members ratings of billing and payment, cost, coverage and benefits, customer service, information and communication and provider choice.
Overall ratings declined 13 points on the 1,000-point scale from 2022 to 2023, driven largely by a 33-point decline in satisfaction with customer service. Members also rated coverage and benefits, provider choice, and information and communication lower in 2023 than in 2022.
The survey also found that only 17 percent of respondents who reported their health as poor or fair were assigned to a case manager by their health plan.
"Yet for these patients with oftentimes complex health conditions, seeing multiple providers and taking several prescriptions, care fragmentation leads to poor health outcomes and higher spending in the very population that needs coordinated care the most," Mr. Lis said.
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