iLoveBenefits: Industry News Blog

Putting a Positive Spin on a Critical Problem

53% of Exchange Consumers are Satisfied With Their Health Plan

Deloitte recently published their 2016 Survey of US Health Care Consumers. Here are some key findings from the report:

  • More than half (53%) of exchange consumers are satisfied with their health plan overall.
  • 54% of those with employer insurance and 74% of those with Medicare are satisfied.
  • 7 in 10 exchange consumers say they had no financial difficulty paying out-of-pocket costs last year.
  • 34% of exchange consumers feel prepared to handle future health care costs compared with 16% in 2015.
  • Nearly half of exchange consumers (45%) say they feel confident about being able to get affordable care.
  • 67% of exchange consumers looked online for help selecting a policy vs. 30% with employer coverage.

Source: Deloitte, May 11, 2016

Online, Direct to Consumers is Becoming Mainstream

According to a recent survey of healthcare providers:

  • 47% indicated they are currently providing online patient services
  • 72% of those who do not currently deliver virtual services are considering doing so in the near future
  • The top three delivery methods were video (77%), audio (57%), and peripheral devices (28%)

Source: “Online, Direct to Consumer Patient Consultations Becoming Mainstream,” American Telemedicine Association, July 30, 2014,

Health Spending by Consumers is Rising

From Employee Benefits News:

[The health law] is prompting [consumers] to spend more at the doctor’s office and pharmacy. Consumer spending climbed by $20.4 billion at an annualized rate adjusted for inflation in February, and $13 billion of the increase came from outlays on health services spurred by the Affordable Care Act of 2010, according to Commerce Department data.

The Urban Institute in Washington estimated this month that about 5.4 million people have gained insurance since January. That could be unleashing pent-up demand for medical procedures that are boosting out-of-pocket household spending on co-payments and prescriptions. Those who enrolled in more comprehensive insurance to meet Obamacare requirements may also be spending on newly-covered services.

Read more here:


Health care technology and consumers meet

On April 10, PricewaterhouseCoopers’ Health Research Institute released a new report that suggests the health sector’s “center of gravity is shifting toward consumers and new tech-savvy players are moving fast to capitalize on the change.  These new entrants are poised to shake up the industry, drawing billions of dollars in revenue from traditional healthcare organizations while building lucrative new markets in the burgeoning New Health Economy.”

Consumer engagement key to health care transformation

Consumer engagement is key to health care transformation, stakeholders say
A survey conducted by the National eHealth Collaborative and HealthCAWS found that 96% of participating stakeholders believe that consumer engagement is essential to health care transformation. Respondents cited networking with colleagues, the NeHC patient engagement framework and the ONC’s health IT programs as as important tools for supporting efforts to promote consumer involvement. Healthcare Informatics online (10/14)

October 16, 2013 | Categories: healthcare,Patient | Tags: , , , | Comments (0)

Who is winning / losing in health care

Projected Economic Winners and Losers for 2013
Who stakeholders think will be economically better off, the same or worse off by this time next year



Health Plans




Better Off














Worse Off







Source: MCOL e-Poll Results, 11th Annual Future Care Web Summit

Why customer service matters

What should consumers of health care services do now?

Here is a number worth watching. When this number starts to move upward, it will move with a vengeance and change the market. People will follow with their pocketbooks. And with the advent of Health Insurance Exchanges, providers take note!

Only 44% of health insurance customers and 54% of provider consumers actually tell anyone within a month of having a positive experience, compared to 70% of retail and 66% of banking customers.

Source: “Moment of truth for healthcare: why the customer experience matters, according to new PwC Health Research Institute Report,” PwC’s Health Research Institute Press Release, July 26, 2012,

Consumer Reports for Hospital Safety – You need to read this


Consumer Reports Rates Hospital Safety


The  spotlight on hospital-caused patient harm has become a bit brighter with the  launch of Consumer Reports‘  hospital safety ratings, which uses several different  measures than the Leapfrog Group’s  recent and controversial  hospital letter grades, and reaches opposite  conclusions about many facilities.
The CU rating system, featured in the  magazine’s August issue, rates hospitals in six categories:

  1. Infections
  2. 30-day readmissions
  3. Overuse of scanning
  4. Communication about new medications and discharge process (as measured  by HCAHPS – the Hospital Consumer Assessment of Healthcare  Providers and Systems survey)
  5. Patient  complications
  6. 30-day  post-discharge mortality

In  addition to informing consumers, the CU rating system is aimed at hospital CEOs  and boards, “in terms of their accountability,” and getting them to  understand they can do better, John Santa, MD, director of Consumer Reports  Health Ratings Center, explained in an interview with HealthLeaders.

“We see hospitals  are figuring this out, but most of them haven’t.  The hospitals that have are those with CEOs  and boards that have decided, ‘enough of this ambiguity about safety. We’ve had  12 years since the Institute of Medicine report To Err Is Human.  This is embarrassing. And we’re not going to be embarrassed by it any  longer.”

Read more here:

his is an important article to read and to understand if you are at all interested in hospital safety.

Post Supreme Court – we need to work hard to deliver a better health care system for everyone

Remember, health care is everyone’s destiny.


This from the Consumer Purchaser Disclosure project:


June 28, 2012

What a historic day!  Below is the CPDP statement in response to today’s Supreme Court ruling on the ACA.  For a copy of the ruling, click here.

Now that  the Supreme Court has rendered its decision regarding the constitutionality of the Patient Protection and Affordable Care Act (ACA), it is time to focus on how best to implement the law to achieve its critical goals of expanded measurement, public reporting, payment reform, and delivery system innovation. Working together we can improve the way care is delivered so that patients get the care they need when they need it and in the most efficient ways possible. We have been encouraged by the early progress by Medicare to begin testing such innovations as the Patient-Centered Medical Homes and Accountable Care Organizations as well as the broader efforts to expand the use of health information technology. We also look forward to continuing our work with States and the Federal government to develop Health Insurance Exchanges that can help to drive improved transparency and value across the system. Consumers and purchasers look forward to working with policymakers from both parties in Washington and in State capitols across the country to make the promise of reform a reality for patients, providers, and purchasers.

The Consumer-Purchaser Disclosure Project is a broad coalition, dedicated to improving the quality and affordability of health care in America for consumers and health care purchasers. The project’s mission is to put the patient in the driver’s seat—to share useful information about provider performance so that patients can make informed choices and the health care system can better reward the best performing providers. The coalition is comprised of consumer organizations, leading national and local employers and labor organizations. For more information contact or visit our website at

It is critical to support public reporting

Writing for the Health Affairs blog this month, PBGH CEO David Lansky explains now is a critical opportunity for employers and policymakers to support public reporting. Growing government interest in performance measurement and reporting, the adoption of value purchasing models keyed to measured performance, implementation of standards-based EHRs, disease registries, and health information exchange, and greater consumer exposure to health care decisions will all rest upon a foundation of publicly reported quality measures. Lansky urges employers and policymakers to support the following key principles:

1. Implement measures that consumers say they want, regardless of the inherited and limited data infrastructure.  
2. Recognize that consumers want information relevant to them – not necessarily what experts think they should want.
3. Meet consumers where they are; do not try to lure them to a stand-alone website or publication. Let’s integrate accountability information with health plan directories, Yelp, Castlight and similar shopping services, and search engines, and kill off the attempt to create central scorecard websites.
4. Don’t try to make QI and accountability measures the same. 
Read the full blog at Health Affairs.

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