When it comes to measuring value, few HMOs can make the grade

Like all organizations, managed care organizations (MCOs) must deliver value to customers, and to be sure of keeping them, ensure those customers know they have gained value. MCOs can choose any mix of insurance, protection, or experience value from particular encounters with customers, or durable value from their relationship with customers. Many have done a good job of tracking and enabling employers to appreciate the impact they have had on business performance, but few have done the same for the health and quality-of-life they deliver to consumers. MCOs already participate in the delivery of significant and enduring life value to consumers. It makes sense to track and remind consumers of the positive differences MCOs make, and thereby obtain member satisfaction, retention, and loyalty benefits, as well as image improvements for managed care as a whole. Some simple and inexpensive options for both tracking and reminding consumers are offered for consideration, including personalized annual health reports.