J.D. Power Finds Medicaid Enrollees More Satisfied Than Commercial Health Plan Members
The inaugural study measures overall satisfaction with managed Medicaid organizations based on six factors (in order of importance): provider choice; coverage and benefits; customer service; cost; information and communication; and claims processing. Satisfaction is calculated on a 1,000-point scale.
Following are some of the key findings:
- Managed Medicaid customer satisfaction higher than commercial customers: Overall satisfaction with managed Medicaid organizations is 784, on average, which is 78 points higher than commercial health plan member satisfaction as measured by the
J.D. Power 2017 Member Health Plan Study.SM - Provider choice a key driver of member experience: Unlike the commercially insured population, where the coverage and benefits factor is the key driver of customer satisfaction, Medicaid enrollees indicate provider choice as the most important factor of overall member experience.
- Cost remains barrier to care: More than four in 10 (42%) Medicaid managed care recipients put off getting the medical treatments they needed because of cost. Likewise, 40% avoided buying prescription medications due to cost.
- Not all states created equal: According to study findings, Medicaid recipients in states where a dominant regional plan or a plan that owns a health system have the easiest access to doctors and hospitals, underscoring the importance of building robust networks and focusing on coordination of care between providers.
Iowa ,Tennessee ,Arizona andIndiana have the easiest access to doctors and hospitals, compared with the other states included in the study. Indiana raises out-of-pocket costs without compromising satisfaction: The controversial Healthy Indiana plan, which is the only one of its kind to require every recipient to contribute to a health savings account (HSA), has higher out-of-pocket expenditures than the national average, without a corresponding drop in cost satisfaction among recipients.
"With the future of Medicaid funding as uncertain as ever, it is critical for state Medicaid agencies and managed care organizations to understand the enrollee mindset," said
State Medicaid Agency Performance
The states with the highest levels of satisfaction among Medicaid recipients are
The 2017 Managed Medicaid Special Report is based on responses from 2,145 managed Medicaid health plan members in 36 states and
See the online press release at http://www.jdpower.com/pr-id/2017159.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable
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