Flower

Posts Tagged ‘consumerism’

Better Decisions Demand Engagement

Doug Ghertner President and CEO

Doug Ghertner
President and CEO

According to a recent Kaiser Health Tracking Poll[1], only 13% of Americans say they saw quality information comparing hospitals in the last year.  Of these, only 4% say they used it.  Even more disconcerting: Only 10% of Americans say they saw quality information comparing doctors in the last year.  Of these, only 6% say they used it.

Wow! What a difference a strategic, best practice-based engagement strategy can make in pulling consumers into the healthcare conversation and helping them make better decisions, weighing quality and cost.

As president of Change Healthcare, people often ask me if a proactive, personalized engagement approach really makes a difference in encouraging value-based healthcare purchasing decisions.  My answer: Yes. It absolutely does.

To this point, Catalyst for Payment Reform reports that 98% of health plans say they offer cost calculator tools, yet only 2% of members use them[2].  The takeaway here: Putting healthcare cost and quality information “out there” for your members or employees to use on their own probably won’t cut it.  But, make this information available AND engage individuals to use it – reaching out in a highly personalized, easy-to-understand, educational way – and it begins, the shift from passive user to proactive consumer.

When we use this approach with our clients’ members and employees, we see sustained engagement rates of 60%. For our clients, this market-leading engagement represents a path to improved population health, increased member/employee satisfaction and retention, healthcare cost containment and optimization of other benefits investments.

Want to learn more? Engage with us today.

 


[1] “Kaiser Health Tracking Poll: April 2015,” http://kff.org/health-reform/poll-finding/kaiser-health-tracking-poll-april-2015/

[2] “National Scorecard on Payment Reform,” Catalyst for Payment Reform, 2013

Inform + Connect + Engage = Value

Doug Ghertner President

Doug Ghertner
President

Change Healthcare recently announced some exciting news: We have joined forces with the Johns Hopkins Bloomberg School of Public Health – an international authority on health improvement and prevention – to look more closely at the role cost transparency plays in consumer healthcare decision-making. As a part of our ongoing effort to demonstrate value to our clients, we’re also working with the Bloomberg folks to further develop and refine Change Healthcare’s Claims-Verified Savings™ methodology. This is the means by which we quantify the value of our solutions in helping consumers obtain high-quality, lower-cost care. (See examples of our Claims-Verified Savings methodology in action here and here.)

At Change Healthcare, demonstrating value is paramount. We consistently achieve success in this area with a proven, 3-pronged approach to consumer engagement and cost and quality transparency. We:

Inform. Change Healthcare uses data to create informed healthcare consumers. This means providing:

  • Accurate cost information
  • An expansive list of shoppable pharmacy, medical, dental and vision services
  • Timely data that supports early intervention in instances of care
  • Insightful data (We now have access to the largest commercially available data set with medical, pharmacy and lab data from 200 million Americans.)

Connect. Change Healthcare connects all stakeholders to support optimal care. This means delivering:

  • Connectivity with physicians, pharmacists, hospitals and labs
  • Payer connectivity to support early alerts and proactive engagement opportunities
  • An ability to integrate with incentive providers and other benefit vendor partners

Engage. Change Healthcare uses best practices to create engaged healthcare consumers. This means offering:

  • A highly personalized – claims-driven and preference-driven – user experience
  • Proactive outreach to encourage long-term behavior change
  • Multi-modal communications to ensure we’re reaching consumers how they want to be reached (i.e. text, email, telephonic, etc.)

Inform + Connect + Engage = Value. It’s as simple as that. Want to learn more? Engage with us today.

Change Healthcare’s Bruner to Explore Transparency’s Role in Healthcare Cost Containment at MBGH Annual Conference

Brentwood, Tenn. (April 24, 2015) – Jack Bruner, chief marketing officer at Change Healthcare, a market leader in healthcare consumer engagement and cost and quality transparency, will participate on a panel at the Midwest Business Group on Health’s (MBGH) 35th Annual Conference to be held April 29 and 30 at the Fairmont Chicago, Millennium Park. “Tackling Cost Drivers Using Cost Transparency Tools” will begin at 2:15 p.m. on April 30.

“While transparency tools play an important role in enabling healthcare consumerism, the bigger challenge for employers remains engaging employees to use these tools,” Bruner said. “This means that in addition to providing personalized, easy-to-understand, accurate cost information, employers must also reach out proactively; educate employees on healthcare benefits basics and the importance of making value-based decisions; and then keep the momentum going with regular reminders and alerts that support long-term behavior change.”

To learn more about MBGH and its upcoming conference, visit http://www.mbgh.org/home.

To learn more about Change Healthcare and its consumer engagement and cost transparency solutions, visit www.changehealthcare.com.

About Change Healthcare

Established in 2007, Change Healthcare is on a mission to transform the way Americans purchase and utilize healthcare services by driving sustainable engagement at the individual level. With a national customer base of health plans and employers, and more than 10 million lives under contract, Change Healthcare is a premier national provider of healthcare consumer engagement and cost and quality transparency solutions, enabling consumers to: better understand and utilize their healthcare benefits; make informed healthcare purchasing decisions based on quality, cost and convenience; and manage higher out-of-pocket responsibility and realize savings. This, in turn, helps both health plans and employers: control their healthcare costs; successfully migrate to more cost-effective plans; optimize existing wellness programs; and improve employee satisfaction and retention. For more information, visit www.changehealthcare.com.

###

Change Healthcare’s Ghertner to Speak at Health Evolution Summit on How Consumerism Requires More Than Just Transparency

Brentwood, Tenn. (April 22, 2015) – Doug Ghertner, president of Change Healthcare, a market leader in healthcare consumer engagement and cost and quality transparency, will speak on a panel titled “Transparency of Cost and Quality: Changing Consumer Behavior at Scale?” at the 2015 Health Evolution Summit to be held April 29 and 30 in Dana Point, California. The deep-dive session, geared toward employers, payers, providers and entrepreneurs, is slated for 11:30 a.m. on April 30 in Salon 1.

“Cost and quality transparency play an important role in enabling healthcare consumerism, but what really drives it is deep data, engagement and integration. Data helps anticipate needs and deliver a highly personalized user experience. Ongoing, proactive engagement supports long-term behavior change. And integration with other benefits solutions ensures a seamless and holistic user experience,” Ghertner said. “At Health Evolution Summit, we’ll delve into each of these drivers of consumerism. We’ll also look at the impact and overall value they can deliver.”

To learn more about Change Healthcare and its consumer engagement and cost transparency solutions, visit www.changehealthcare.com.

 

About Change Healthcare

Established in 2007, Change Healthcare is on a mission to transform the way Americans purchase and utilize healthcare services by driving sustainable engagement at the individual level. With a national customer base of health plans and employers, and more than 10 million lives under contract, Change Healthcare is a premier national provider of healthcare consumer engagement and cost and quality transparency solutions, enabling consumers to: better understand and utilize their healthcare benefits; make informed healthcare purchasing decisions based on quality, cost and convenience; and manage higher out-of-pocket responsibility and realize savings. This, in turn, helps both health plans and employers: control their healthcare costs; successfully migrate to more cost-effective plans; optimize existing wellness programs; and improve employee satisfaction and retention. For more information, visit www.changehealthcare.com.

 ###

Change Healthcare, Johns Hopkins Bloomberg School of Public Health to Investigate Link Between Transparency and Consumerism

Brentwood, Tenn. (April 21, 2015) – Change Healthcare and Johns Hopkins Bloomberg School of Public Health, a leading, international authority on the improvement of health and prevention of disease and disability, have joined forces to investigate more closely the role cost transparency plays in consumer healthcare decision-making. The organizations will also work together to further develop and refine Change Healthcare’s Claims-Verified Savings™ methodology, which was introduced in 2014 and is designed to quantify the value of Change Healthcare’s solutions in helping consumers obtain high quality, lower cost care.

“Johns Hopkins is world renowned for its advanced research and education, and the creation of solutions to public health problems. We look forward to working with them to address an increasingly critical need in our country: the need for consumers who are engaged and empowered to make value-based healthcare decisions – decisions that support improved outcomes and reduced financial stress on the individual, health plan sponsors and the healthcare system as a whole,” said Doug Ghertner, president of Change Healthcare, a market leader in healthcare consumer engagement and cost and quality transparency.

To learn more about Change Healthcare and its consumer engagement and cost transparency solutions, visit www.changehealthcare.com.

To learn more about Johns Hopkins Bloomberg School of Public Health, visit http://www.jhsph.edu.

About Change Healthcare

Established in 2007, Change Healthcare is on a mission to transform the way Americans purchase and utilize healthcare services by driving sustainable engagement at the individual level. With a national customer base of health plans and employers, and more than 10 million lives under contract, Change Healthcare is a premier national provider of healthcare consumer engagement and cost and quality transparency solutions, enabling consumers to: better understand and utilize their healthcare benefits; make informed healthcare purchasing decisions based on quality, cost and convenience; and manage higher out-of-pocket responsibility and realize savings. This, in turn, helps both health plans and employers: control their healthcare costs; successfully migrate to more cost-effective plans; optimize existing wellness programs; and improve employee satisfaction and retention. For more information, visit www.changehealthcare.com.

 ###

The Undeniable Link Between Out-of-Pocket Costs and Consumerism

Doug Ghertner President and CEO

Doug Ghertner
President and CEO

This week, Change Healthcare published the results of our research on the relationship between out-of-pocket costs and consumers’ willingness to shop for healthcare.  What our study of user data from three very different clients – a retailer, a manufacturer and a financial services company – confirmed is that as individuals are faced with greater financial responsibility for their cost of care, they are indeed more likely to shop for medical and pharmacy services.

Understanding the correlation between cost and consumer engagement is particularly important when you consider the growing popularity of high-deductible health plans, including CDHPs.  According to the National Business Group on Health, more than 80% of employers will offer a CDHP option in the coming year – and 30%-plus will offer only a CDHP.  For plan sponsors considering such moves, providing tools that enable consumers to make value-based healthcare purchasing decisions – and get real bang for their buck – is critical.  Such tools not only support cost containment, but also encourage population health and employee/member satisfaction and retention – all benefits that drive organization-wide ROI.

Want to learn more about the relationship between out-of-pocket costs and consumerism? Download our latest white paper, “Higher Out-of-Pocket Costs Drive Healthcare Consumerism.”  Want to discuss how our consumer engagement and cost transparency tools can help you make the most of an increasingly captive audience?  Just reach out.  We’re at engage@changeheathcare.com.

The Value of Critiquing the User Experience

Vice President, Implementation and Engagement

Tiffany Pack
VP, Implementation and Engagement

In March, Change Healthcare released its first large scale User Satisfaction Survey. The purpose of the survey was three-fold. First and foremost, we wanted to gauge user satisfaction with our cost transparency and consumer engagement solution, Transparency Messenger™. Because we are a company committed to developing products that are easy-to-understand and easy-to-use, ensuring people “get it” (and love it!) is important to us.

The survey also was designed to help us get a sense for areas of the platform that users may not be fully optimizing – so that we can find new ways to help them do so. In addition, we wanted to see how well users think we are supporting them when they have questions.

Change Healthcare will use all of the survey feedback to continue to enhance the Transparency Messenger user experience. This, in turn, will help us drive engagement and utilization of the tool– the two things that mean the most to our clients.

Here are a few highlights from the March 2013 survey:

Participant demographic makeup:
• 53.6% Male
• 38% Ages 50-59
• 29% Ages 40-49
• 58% Married with Children
• 38% Have One Dependent
• 19% Have Two Dependents

90% of survey participants reported being satisfied with Transparency Messenger, and nearly 70% said that they would definitely recommend Transparency Messenger to a friend.

Another thing we learned from the March survey, which we have already addressed, is that a number of users aren’t clear on how to initiate Transparency Messenger’s savings distance feature – the feature that allows them to tell us how far they are willing to travel to save money on a prescription or medical, dental or vision service. We’ve responded by making distance options more visible within the platform and introducing an additional educational message to reinforce the concept.

At Change Healthcare, it really is about educating, engaging and empowering consumers to make healthcare purchasing decisions that are good for the individual, the plan sponsor and the healthcare industry as a whole. By regularly asking our users and our clients “how are we doing?” we will continue to do this in ground-breaking ways.

Consumers Must be Consumers

I recently talked with Kelly Kennedy for a USA Today story about health insurance options and saving money… and made the point that when it comes to healthcare today, consumers need to behave like consumers.

Fortunately, I seemed to get my points across…  that with rising healthcare costs today, patients need to shop… and high deductible health plans do an admirable job of spurring that behavior.

In days past, most people didn’t ask how much a service cost because the bill went straight to the insurance company and the consumer never really felt the pain. (After all, healthcare costs $20, doesn’t it?)  Now, with almost 61 percent of employers planning to implement consumer driven health plans this year as a hedge against the ever-rising cost of care, that’s changing. Consumers may have a little more impetus to care about what things cost.

And where previously they might have been shopping blind, with no price tags to guide them on what things actually cost, now with cost transparency tools at their virtual fingertips (like change:healthcare’s Cost Transparency Solution), they’ll know pretty darn close what a service or product or care will cost BEFORE they buy it, and can make far more informed purchase decisions.

There are lots of savings to be had, too.

A recent assessment of our own nationwide database confirmed that without changing a thing about how healthcare is delivered, employees can save, on average, $350 each per year in their healthcare purchases.   Multiply that times the number of self-insured employees nationwide and you’re talking billions in savings.  Yeah, billions, with a “b.”

From where I sit, enabling consumers to become better purchasers — and then giving them the informational tools that aid their shopping — can be a great first step in dramatically decreasing the cost of healthcare in this country.

All we need to do is get consumers to simply be consumers.

Women are the Drivers in Healthcare Shopping

For some time now, a chief complaint among employers has been, “How do we get employees to care about their healthcare benefits and the associated costs?”  For anyone who’s read this blog, you know that I’m a bit obsessed with that mission as well.

Last week I read two new research reports that allude to an increasing consumer involvement in healthcare.  Many of the statistics reveal that companies have a real opportunity to be heroes to their employees where cost transparency is concerned. Music to my ears.

  • In the February issue of EBRI Notes, the Employee Benefit Research Institute (EBRI) reported on its 2010 Health Confidence Survey, concluding that “women, younger individuals and those with more education were more likely than others to seek information on cost, quality and access. It also found that individuals who experienced an increase in either premiums or cost sharing were more likely than those who did not experience such an increase to seek (healthcare) information.” And a quarter of the population looked for costs of different treatments, doctors and hospitals.
  • In another study focused on how employees make healthcare decisions, the National Business Group on Health stated that 75 percent of workers use their employer as a resource for medical and health information. Additionally, 69 percent rate their employers as completely, very or moderately trustworthy sources of health information.

In my judgment, the upshot of both of these studies is that as more consumers (read: employees) are paying a greater share of the cost of healthcare, they’re beginning to seek more information about the quality and cost of care.  We’re seeing this trend reinforced in the use of our Cost Transparency Solution. Data development from the change:healthcare informatics team shows that even in an employee population that is only 37 percent female, more than 50 percent of the employee engagement with the change:healthcare Cost Transparency Solution is through women.

We know that women are responsible for more than 80 percent of healthcare purchase decisions. It’s great to see that play out within our own client base. American’s know how to shop – American women are experts. The healthcare system should cater to women, and shopping.