We’re excited to kick off 2021 with a new series that will focus on the insights surrounding healthcare consumer trends. We’ll leverage our healthcare customer satisfaction research results to dive into the following key themes:
- Healthcare Engagement
- Health Insurance Digital Benchmarking
- Health & Wellness in the Pharmacy Segment
- Social Determinants of Health
- Health Insurance Member Satisfaction
- Disruptive Healthcare Strategies: Telehealth
- And more….
We’re kicking things off with a closer look at engagement trends across industry segments. In 2020, we found…
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Commercial Health Insurance: Major gaps in communication |
Medicare Advantage: Messaging needs work |
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| 50% of national commercial health insurance members (adults +18) did not make contact with their health plan. | Fewer than four in ten members said they received useful reminders for preventive services and/or health education information. | |
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Pharmacy: Engagement is increasing quickly |
Telehealth: High satisfaction, but barriers to access |
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| Nearly half (48%) of consumers say they used at least one health and wellness service at a retail pharmacy in 2020, up a significant 5% points from 2019. | While satisfaction with telehealth surged, more than half (52%) of telehealth users surveyed said they encountered at least one barrier that made it difficult to use. |
Across the board, opportunities remain for improving engagement with consumers. Why is engagement so important? Engaging consumers in their health and wellness can improve member health, decrease healthcare costs, and satisfy members. With such strong benefits, engagement improvement efforts should be on every healthcare organization’s priority list in 2021.
We look forward to sharing additional metrics and insights with you. If you have any questions about this data and how it can be applied to your organization, please do not hesitate to reach out to us.
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