Health care payers and providers may think they're improving their processes to be more engaging to consumers, but many consumers feel otherwise, according to Change Healthcare's The Engagement Gap: Healthcare Consumer Engagement in 2017.
Change Healthcare commissioned ORC International to survey 89 payers, 251 providers, and 771 consumers, and found that 80 percent of payers and 72 percent of providers say that investment in consumer engagement is a top priority to improve value-based care, and that a third of healthcare IT investment dollars are earmarked for consumer engagement.
"As the industry continues a transition to value-based reimbursement, consumers are more financially responsible for and engaged in improving their health," the authors write. "As part of this, consumers want and need more retail-like experiences from their providers and health plans, using new and better engagement services, technologies and channels."
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Katie Kuehner-Hebert
Katie Kuehner-Hebert is a freelance writer based in Running Springs, Calif. She has more than three decades of journalism experience, with particular expertise in employee benefits and other human resource topics.
