Fighting the health plan disconnect to members and provider networks takes diligence and the basic understanding of customer needs. The technology tools integrated into consumers’ everyday lives set a very high expectation for services from their health plans and service providers.
Members want simple, understandable resources for the most important decisions of their lives. Simplifying healthcare makes their lives easier and makes for the focus of any successful organization.
Most health plan members believe their plan’s communications are impersonal and centered on bills rather than healthcare guidance. The majority of members are either disconnected from or rarely visit their health plans on social media and member portals. Additionally, many members feel they are missing valuable support from their plans around digital health data and price transparency.
The results are now available in the 2017 HealthMine Health Intelligence Report: Communication and Digital Healthcare Tools.
Top Findings For Health Plan Disconnect
- 73% of respondents don’t think their insurance plan understands their health very well
- 60% want more communication from health plan sponsors not about bills
- 52% of consumers with chronic conditions hear from their health plan just once per year or less about their disease
- 63% of health plan members are disconnected from their plan on social media
- 78% who do follow their health plan on social media say it’s helpful
- Just 21% of insureds regularly use their health plan’s member portal
- Only 30% say their plan’s member portal helps them answer healthcare questions digitally
- 83% of consumers say they use digital health tools
- Only 22% say health plans are utilizing the data to give guidance
- 39% of consumers say health plan does not oﬀer price transparency tool
Brennan Collins, Vice President of Product at HealthMine said, “Members want one central source for their health information, and health plans can be the hub.”
Brennan Collins, Vice President of Product at HealthMine said, “Members want one central source for their health information, and health plans can be the hub.” He continued, “To more deeply connect with members, it is better if plan sponsors communicate through each member’s preferred channels and share health intelligence—not just data. Health Intelligence leverages health data and provides real-time personalized guidance to manage health. Plans that deliver that kind of value will better engage their members.