Overall health plan member satisfaction may have ticked up in 2009, but it's plummeting this year. According to the J.D. Power and Associates 2010 U.S. Member Health Insurance Plan Study, overall member satisfaction is averaging 701 on a 1,000-point scale, declining from 712 in 2009. This number falls below even 2008 levels.
The study reveals member satisfaction has declined in all factors except customer service, where satisfaction has remained flat, with notable decreases in coverage and benefits, and information and communication.
"This significant decline in overall satisfaction is partially driven by a lack of members' understanding of their plan's coverage and benefits and how to successfully access them," says Jim Dougherty, director of the health care practice at J.D. Power and Associates. "Understanding alone does not explain member satisfaction, although it may help to mitigate other problems with the member experience. While satisfaction with many plans has declined this year, satisfaction decreases are less severe for those plans able to substantially increase member understanding."
According to Dougherty, health plans can create a foundation for a more satisfying member experience by providing new and existing members with a better understanding of their coverage, and by proactively communicating with subscribers about impending changes in benefits, physician or hospital networks or costs.
