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Related Experiment Videos

Satisfaction and choice: a view from the plans

R Ullman1, J W Hill, E C Scheye

  • 1NYL Care Health Plans, Inc., New York City, USA.

Health Affairs (Project Hope)
|May 1, 1997
PubMed
Summary

Providing health plan choice at enrollment significantly boosts enrollee satisfaction, regardless of network coverage. This choice is more influential than health status in satisfaction rankings.

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Area of Science:

  • Health Services Research
  • Managed Care
  • Healthcare Consumer Behavior

Background:

  • Previous community-wide surveys indicated higher enrollee satisfaction with managed care plans when choice was offered.
  • Existing research suggests a link between enrollee autonomy and satisfaction in healthcare settings.

Purpose of the Study:

  • To investigate the impact of enrollment choice on enrollee satisfaction using plan-specific data.
  • To determine if the timing of choice (enrollment vs. point of service) influences satisfaction.
  • To compare the influence of choice on satisfaction versus other factors like health status.

Main Methods:

  • Analysis of plan-specific data from managed care enrollees.
  • Comparison of satisfaction levels between enrollees who had choice and those who did not.
  • Statistical evaluation of factors influencing overall enrollee satisfaction.

Main Results:

  • Enrollee satisfaction is higher when a choice between managed care and fee-for-service plans is offered at enrollment.
  • This effect holds true even for enrollees with out-of-network coverage.
  • The opportunity to choose a plan at enrollment is a more significant driver of satisfaction than enrollee health status.

Conclusions:

  • The perception of choice during the enrollment process is a critical determinant of managed care enrollee satisfaction.
  • Healthcare organizations should prioritize offering enrollment choice to enhance member satisfaction.
  • Understanding the role of choice is vital for strategic planning and competition within the managed care market.

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