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U.S. Healthcare Consumer Survey: Consumer Attitudes Toward Interacting Online with Their Health Plans

IDC
March 29, 2006
23 Pages - SKU: IDC1329031

Abstract Table of Contents Search inside this report Related Reports

Countries covered: United States

This Health Industry Insights report presents the results of the 2005 U.S. Healthcare Consumer Survey, which surveyed approximately 1,300 U.S. households nationwide to gauge consumers' attitudes toward interacting with their health plan's Web site.

The first section of the document examines consumers' online behavior and what type of health-related information consumers look for most frequently online. Because the survey was administered online, the respondents were predisposed to using the Internet regularly and searching for health information online.

The second section of this document evaluates which member portal features consumers access and how frequently, depending upon member health status and how often they sought medical care.

The third section of this document reveals that a segment of the population may be using online health and wellness information as a substitute for seeking medical care.

"Health plan Web sites have come a long way from static sites devoted to marketing messages to build brand awareness," according to Lynne A. Dunbrack, program director, Health Payer Research, Health Industry Insights. "The collaborative member portals of today will enable health plans to improve customer service while reducing administrative costs. But more important, highly evolved portals with comprehensive and widely adopted care management capabilities will enable health plans to also reduce medical costs."

Table of Contents
Health Industry Insights Opinion
In This Report
Methodology
Respondents
Interviews
Survey Schedule
Weighting and Data Analysis
Definitions
Type of Care
Routine Checkups
Minor Ailments
Chronic Illnesses
Acute Conditions
Demographic Overview
Household Demographics
Figure: Highest Level of Education Completed by U.S. Population and Survey Respondents
Figure: Annual Household Income of U.S. Population and Survey Respondents
Health Insurance
Figure: Factors in Decision to Change to Current Health Plan
Online Behavior
Figure: Types of Health-Related Tasks Performed Online
Figure: Online Sources Used for Health-Related Information
Situation Overview
Introduction
Survey Findings
Consumers with Acute or Chronic Conditions Go Online More Frequently than Healthy Consumers
Figure: Characteristics of Consumers Who Access Member Portals by Frequency of Seeking Care and Type of Care
Table: Frequency of Consumer Use of Health Plan Member Portal During the Past 12 Months by Frequency of Seeking Care and Type of Care (% of Respondents)
Consumers Go Online to Manage Their Managed-Care Benefits or Read Health and Wellness Information - But Not to Record Personal Health Information
Figure: Percentage of Time Spent Performing Health-Related Tasks on the Member Portal During the Past 12 Months
Figure: Frequency of Member Portal Access to Manage Managed-Care Benefits by Reason
Figure: Frequency of Member Portal Access to Conduct Research or Read Health and Wellness Information
Figure: Frequency of Member Portal Access to Record Personal Health Information
Health Plans Need to Promote Their Member Portals More Aggressively
Figure: Reasons Cited for Not Accessing Health Plan's Web Site
Consumers Who Don't Seek Medical Care Often Rely on Online Health and Wellness Information
Figure: Percentage of the Time Consumers Contact Healthcare Provider for Clarification of Information Obtained Online
Future Outlook
Essential Guidance
Learn More
Related Research
Synopsis

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U.S. Healthcare Consumer Survey: Consumer Attitudes Toward Interacting Online with Their Health Plans

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