Commercial Health Plan Member Satisfaction Declines in Key Areas, J.D. Power Finds
Despite an industry-wide transition to value-based payment models that incentivize preventive care and proactive communication between health plans and members, commercial health plans are missing the mark when it comes to patient engagement. According to the J.D. Power 2023 U.S. Commercial Member Health Plan Study,SM released today, customer satisfaction with commercial health plans is particularly strained among members of Gen Y1 and Gen Z, driven largely by poor customer service and communication scores. Similarly, members with the lowest self-reported health status are most likely to experience communications challenges with their health plans.
"The transition to value-based care is predicated on the idea that payors 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," said Christopher Lis, managing director, global healthcare intelligence at J.D. Power. "Moreover, in patients with self-reported health status of 'poor and fair,' only 17% were assigned to a case manager. 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."
Following are some key findings of the 2023 study:
The study measures customer satisfaction with commercial member health plans in 22 geographic regions. Highest-ranking health plans and scores are as follows:
The U.S. Commercial Member Health Plan Study, now in its 17th year, measures satisfaction among members of 147 health plans in 22 regions throughout the United States by examining six factors (in alphabetical order): billing and payment; cost; coverage and benefits; customer service; information and communication; and provider choice. The study is based on responses from 32,656 commercial health plan members and was fielded from January through April 2023.
For more information about the U.S. Commercial Member Health Plan Study, visit
See the rank charts for each region at http://www.jdpower.com/pr-id/2023053.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.
About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info
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