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Survey Shows Communication Gaps Between Health Plans and Members

October 18, 2017

A recent survey from HealthMine Health Intelligence Solution identifies important communication gaps between health plans and plan members.

According to survey responses from 750 adults aged 26 to 64 who are commercially insured, either through an employee-sponsored health plan or by purchasing their own plan:

  • Most (73%) believe that their health insurance plan does not understand their personal health well
  • A majority (52%) of respondents with chronic conditions said they hear from their health plan once a year or less about their disease
  • Four in ten said their health plan does not provide a price transparency tool

Survey responses were collected during the first quarter of 2017.

These communication gaps, along with the growth of high-deductible health plans, can create challenges in access and care coordination. 

HAP and the Pennsylvania hospital community are working to help consumers address these challenges and take a more active role in their health care decisions. HAP’s Care in Pennsylvania  website gives consumers a useful, Pennsylvania-specific resource for health care terminology, quality, and financial information.

Recently updated with quality and price information for 2016, the website provides access to:

  • Evidence-based health care reports
  • Relevant quality and patient experience information from Centers for Medicare & Medicaid Services' Hospital Compare and Pennsylvania Health Care Cost Containment Council
  • Information about outpatient, general acute, and post-acute health care facilities in Pennsylvania
  • Consumer-friendly definitions of health care terms
  • Links to additional health care quality resources

HAP and Pennsylvania hospitals and health systems are also working with the Pennsylvania Library Association and other stakeholders to help Pennsylvanians become knowledgeable, engaged health care consumers to become engaged in their health care.

For more information about Care in Pennsylvania, contact Phillip Burrell, HAP’s director, health market research. For more information about HAP’s work with the library association, contact Jennifer Collins, HAP’s director, public affairs.

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