Disconnects between provider network directories and patient preferences

Area of Science:

• Health Services Research
• Consumer Health Informatics
• Managed Care Policy

Background:

• Access to healthcare providers under insurance plans is a critical concern for patients in managed care systems.
• Online provider directories are a primary tool for patients seeking healthcare services and information.

Purpose of the Study:

• To evaluate the information presented in online provider directories.
• To assess the alignment between directory information and patient preferences for accessing healthcare providers.

Main Methods:

• Quantitative content analysis of online provider directories (March 1 - May 30, 2023).
• National survey of American adults (N=4007) to determine preferences for directory information (June 30 - July 2, 2023).
• Comparison of patient preferences with available data elements in directories.

Main Results:

• Significant variability exists in the information provided and navigation ease across online provider directories.
• Key consumer-preferred data, such as telemedicine availability (23%), office hours (58%), and disability access (59%), were inconsistently displayed.
• A notable percentage of directories (approx. 7%) failed to indicate if providers were accepting new patients, despite regulatory requirements.

Conclusions:

• Deficiencies in the usability and content of online provider directories create barriers to care access.
• Failure to align directory information with patient needs may impede national efforts to ensure equitable healthcare accessibility.