Researchers from Auburn University Detail New Studies and Findings in the Area of Insurance (Comparing In-person Versus Telephone Medicare Counseling: Beneficiary Satisfaction, Cost-savings, and Plan Selection Decisions From 2014 To 2021): Insurance

2025 JUL 01 (NewsRx) -- By a News Reporter-Staff News Editor at Health Policy and Law Daily -- Investigators publish new report on Insurance. According to news reporting originating from Auburn, Alabama, by NewsRx correspondents, research stated, “A pharmacy school and a State Health Insurance Assistance Program developed a Medicare plan selection assistance program in 2013. In 2020, the program changed from in-person to telephone counseling.”

Financial support for this research came from South Central Alabama Development Commission.

Our news editors obtained a quote from the research from Auburn University, “To compare the impact of in-person vs. telephone Medicare counseling on beneficiary satisfaction, cost-savings, and plan selection decisions. Outcomes were assessed via anonymous postcounseling survey, including the following: 1) program satisfaction (4-items); 2) annual cost-savings (2-items); and 3) plan selection decisions (1-item). Beneficiary satisfaction was measured using a Likert-type scale (1 = strongly disagree, 5 = strongly agree). Projected cost-savings was calculated as the difference between the total annual drug plus premium costs of the patient’s current vs. newly selected plan (actual costs-savings) or least expensive plan option (potential cost-savings) for the next benefit year. Plan selection decision was measured via multiple-choice with response categories of ‘enrolled in or selected a new plan,’ ‘undecided,’ or ‘stayed with their current plan Differences in mean satisfaction scale scores, cost-savings, and plan selection decisions between in-person (2014-2019) and telephone counseling (2020-2021) were analyzed using Mann-Whitney U and Fisher’s Exact tests. Predictors of plan selection decision were assessed via logistic regression. Beneficiaries (N = 632; in-person n = 564; telephone n = 68) were mostly female (59.8%), White (52.1%), and 69 years on average. The overall mean [SD] satisfaction scale score was higher among recipients of in-person (4.55[0.575]) vs. telephone counseling (4.30[0.645]; P = 0.002), but there was no statistically significant difference in mean projected annual cost-savings. Further, in-person vs. telephone counseling recipients more often enrolled in or selected a new plan (46.5% vs. 27.8%; P< 0.05), while telephone vs. in-person recipients were more frequently undecided (37.0% vs. 24.4%; P< 0.05). Overall satisfaction (adjusted odds ratio [aOR] = 11.548; P = 0.009) and potential cost-savings (aOR = 1.001; P = 0.020) predicted selection of a new plan.”

According to the news editors, the research concluded: “In-person counseling resulted in a greater proportion of beneficiaries selecting a new plan whereas telephone counseling resulted in greater decision inertia.”

This research has been peer-reviewed.

For more information on this research see: Comparing In-person Versus Telephone Medicare Counseling: Beneficiary Satisfaction, Cost-savings, and Plan Selection Decisions From 2014 To 2021. Journal of the American Pharmacists Association, 2025;65(3). Journal of the American Pharmacists Association can be contacted at: Elsevier, Radarweg 29, 1043 Nx Amsterdam, Netherlands.

The news editors report that additional information may be obtained by contacting Lindsey Hohmann, Auburn University, Harrison Coll Pharm, Dept. of Pharmacy Practice, 1330J Walker Bldg, Auburn, AL 36849, United States. Additional authors for this research include Asia White, Kavon Diggs, Nicholas McCormick, Salisa C. Westrick and Yi Zhao.

The direct object identifier (DOI) for that additional information is: https://doi.org/10.1016/j.japh.2025.102350. This DOI is a link to an online electronic document that is either free or for purchase, and can be your direct source for a journal article and its citation.

(Our reports deliver fact-based news of research and discoveries from around the world.)