Managed Care - March 2008 - (Page 21) COMMUNICATION CALLED KEY TO HARVARD PILGRIM’S SUCCESS he emphasis that Charlie Baker, CEO of Harvard Pilgrim Health Care, places on effective, jargon-free communication seems to pay off. Health plans in general falter in trying to communicate to members about their health care needs, and also about benefits and services offered. “It’s the lowest performing area in our study across all plans,” says David Stefan, the executive director of J.D. Power & Associates’ health care practice. “It’s clear to us that if that level of performance came up, you would see a higher level of satisfaction among members for their health plans compared to other service industries that we track.” Nearly half the members say they don’t fully underHarvard Pilgrim, according to J.D. Power’s Nastand how to use their health plan effectively tional Health Insurance Plan Member Satisfaction Study, does the best in this area. “If you’re looking Yes, fully understand 55% at where are Harvard’s strengths, one of them is Not completely clearly how they communicate to their members,” 44% says Stefan. “Members are more clear about how to No, not at all 2% use Harvard’s benefits then they are in other plans.” Do members even care about communicating with health plans? The answer is that they care more than they used to. That’s true for sick members and, lately, for the increasing numbers who seek preventive services, says Stefan. “We ask people if they believe they understand how to use their health plan to best get their health needs met,” says Stefan. “On that question, Harvard is above just about everybody else we look at. Among those members who don’t quite understand how to use the health plan, we ask, ‘What is it that you’re looking for?’ The big thing that comes out is wanting to know how to access preventive services. Harvard does extremely well.” When J.D. Power asks consumers whom they trust as a source of health care information, 70 percent say their primary care physician. No surprise there. What is a bit disconcerting for employers is that only 3 percent say that they rely on their employer as a source of information. “People . . . trust their health plan more than their employers,” says Stefan. “That’s a piece of good news for the health plan.” More than half of those members who say that they don’t quite understand how to use their health plan want to know more about how to access preventive health services Want to better understand … … how to access preventive health services the plan offers … how to get to the right person in customer service to solve a problem … the statements I get when I receive care or services … how to get to see the specialist I need to see … how to find the right doctor for me who is covered by the plan … some other element * Members could provide more than one answer T 52% 29% 29% 29% 25% 10% Whom do you trust the most when it comes to advice about how to stay healthy and how to get the best health care? Your primary care doctor Specialist you see the most Your other family and friends Health articles in the newspaper or online sources Your spouse Health articles on your plan’s web site Your health plan Health information from the government None of these Your employer * Members could provide more than one answer 70% 31% 24% 23% 17% 14% 12% 8% 6% 3% MARCH 2008 / MANAGED CARE 21
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