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U.S. Healthcare Consumer Survey: Health Plan Member Portal Customer SatisfactionPublished by: IDC Published: Apr. 10, 2006 - 21 Pages Table of ContentsTable 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 Health Insurance Figure: U.S. Education Attainment Levels Figure: U.S. Household Income Levels Figure: Factors in Decision to Change to Current Health Plan Online Behavior Figure: Health-Related Tasks Performed Online Figure: Online Sources Used for Health-Related Information Situation Overview Introduction Figure: Frequency of Performing Health-Related Tasks on the Member Portal Survey Findings Overall, Consumers Are Satisfied with Member Portal Experience - But There Is Room for Improvement Figure: Overall Consumer Satisfaction with Health Plan Member Portal Figure: Summary of Mean Level of Consumer Satisfaction by Feature Younger Consumers Are More Satisfied with the Overall Member Portal Experience Than Older Consumers Older Respondents and Respondents with Chronic Conditions Find Member Portals Harder to Use Consumers Can Find Information Without Relying on Either Online Help or the Member Portal's Site Map Figure: Distribution of Satisfaction Scores: Member Portal Design Figure: Distribution of Satisfaction Scores: Ease of Finding Information Figure: Satisfaction Score Distributions for Consumers Aged 60 Years and Older or with Chronic or Acute Conditions Consumers Use Live Chat Capabilities Infrequently Consumers Reasonably Satisfied with the Quality of Online Healthcare Information Figure: Distribution of Satisfaction Scores: Ability to Interact with Health Plan Figure: Distribution of Satisfaction Scores: Quality of Online Healthcare Information Content Future Outlook Essential Guidance Learn More Related Research Synopsis AbstractThis Health Industry Insights report presents the results of Health Industry Insights' 2005 U.S. Healthcare Consumer Survey, which surveyed approximately 1,300 U.S. households nationwide to gauge how satisfied consumers were with the design, ease of finding information, and health information content available on the health plan's Web site. Respondents were asked to rate 10 features or capabilities typically available on a health plan member portal using a 5-point scale. "Although, overall, consumers are satisfied with the member portal experience," said Lynne A. Dunbrack, program director, Healthcare Payer Research, "there is room for improvement." This is especially true for older members and members with chronic and acute conditions, who were more critical than their younger, healthier counterparts. For health plans, these are the very population segments they want to encourage to use their member portal to ultimately reduce medical costs through online care management programs." Get Full Details About This Report >> |
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