Health plan providers now have some guidance to go by following the findings of a study carried out by the TriZetto Group Inc., provider of healthcare software and services for health plans and benefits administrators.
Results of the study have allowed TriZetto to come up with a framework aimed at aligning health plan operations and cultures with the preferences and mindsets of the target customers hence bettering on the probability of making billion-dollar investments.
Eric Grossman, VP TriZetto enterprise strategy units, believes that American “consumers want to be empowered. Over the next five years, particularly in light of the Supreme Court’s approval of the Patient Protection and Affordable Care Act, it is estimated that 70 million to 100 million Americans will be active consumers of health and ancillary services. Many more will continue increasing their out-of-pocket spend on healthcare services.”
The survey, funded by TriZetto, grouped consumers into different categories subject to participants’ position in the post reform U.S. insured population before analyzing the answers given to questions aimed at offering insight into what the consumer value drivers would be for that specific member of the group. The top five values turned out to be, “Get to know me and personalize my experience,” “empower me with information,” “give me value and reward me for the right behaviors,” “solve my issues on the first call” and “get the basics right.”
Clearly, the survey pointed out a common factor across all consumers, regardless of their position in the social strata; the need to access practical and personalized information, tools and resources. It is therefore the work of health plan developers to develop comprehensive platforms that are geared toward meeting these needs of the market at multiple touch points.
Commenting on the findings of the survey, Erick Grossman said, “This survey illustrates what healthcare organizations should be thinking about with regard to the consumer experience. TriZetto is working collaboratively with our clients and partners to access vast amounts of data to create a personalized, valuable and actionable consumer experience.” Grossman believes that if health plans can provide this level of support to consumers, they are bound to gain a competitive market advantage.
Edited by Brooke Neuman