Digital Access Insights from a Survey of 1,000 Healthcare Consumers
The 2024 Care Access Benchmark Report for Health Plans, based on a survey of 1,000 healthcare consumers, provides a comprehensive overview of the current state of care access and digital engagement. The survey reveals why many individuals are skipping or delaying care and underscores the growing demand for digital self-service functionalities, such as online scheduling and out-of-pocket cost estimation tools.
Despite progress in digital tools following Transparency in Coverage mandates, consumer awareness and usage of these tools are declining, with many requesting additional resources and guidance to navigate their healthcare options effectively. Inaccurate provider information continues to be a challenge, leading to care delays or avoidance for many consumers.
The report also highlights notable generation differences. Gen Z, now the leading users of transparency tools, demand more from health plans, including detailed provider profiles with photos and videos. In contrast, older generations show less awareness of digital offerings, indicating a need for targeted campaigns to educate them on the benefits of these tools.
Download the full report for actionable steps health plan organizations can take to understand breakdowns in the member experience and to assist members in navigating their healthcare journey.
Key findings from the 2024 report include:
- Social media plays an increasingly prominent role in consumers’ searches for care, with preferences varying by generation.
The majority of consumers utilize a health plan website or app when searching for care online. - 30 percent of consumers have delayed or skipped care after finding inaccurate provider information within their health plan’s transparency tools.
- Less than ⅓ of consumers trust that their health plan can provide accurate information about expected costs for medical services.
- Nearly 80 percent of consumers wish they had more control over their healthcare costs.
