Survey: Technology Helps an Unprecedented Number of Americans with Health Benefits Say They Are Prepared for Open Enrollment
September 26 2018 - 9:00AM
Business Wire
- Third-annual UnitedHealthcare
Consumer Sentiment Survey provides insights into Americans’ health
care knowledge, opinions and preferences during open
enrollment
- A survey-record 77 percent of
respondents with health benefits say they are prepared for the
fall’s open enrollment season, up 5 percentage points from a year
ago
- Most survey respondents (68 percent)
said they had used an internet search engine to research a
potential health issue or symptom, with Millennials (83 percent)
the most likely to do so
- When it comes to ancillary benefits,
most respondents (80 percent) said it was “important” to gain
access to vision and dental coverage during open
enrollment
An unprecedented number of Americans with health benefits say
they are prepared for open enrollment, while an increasing number
of people are using online resources to research health symptoms
and comparison shop for care, according to a new UnitedHealthcare
survey.
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The 2018 UnitedHealthcare Consumer
Sentiment Survey reveals Americans' opinions about multiple aspects
of health care, including open enrollment preparedness and
technology trends such as the growing interest in virtual visits
(Graphic: UnitedHealthcare).
These are some of the findings from the third-annual
UnitedHealthcare Consumer Sentiment Survey, which examines
Americans’ attitudes and opinions about multiple areas of health
care, including open enrollment preparedness, technology trends and
quality and cost transparency. Key findings include:
- More Americans are turning to
technology to access health information and care. A growing
number (43 percent) said they would be likely to use telemedicine
in the future to access care, a 6 percentage point increase from
2016. Meanwhile, a survey-record 36 percent of respondents said
they had used the internet or mobile apps to comparison shop for
health care during the past year, with Millennials the most likely
to do so (51 percent).
- Yet using the internet to research
health issues can cause anxiety for some: Most respondents (68
percent) said they had used an internet search engine to research a
potential health issue or symptom. Among those, 29 percent said
doing so increased their anxiety about the potential health issue,
highlighting the need for people to have access to resources such
as 24/7 nurse support and virtual visits. Meanwhile, 23 percent of
people who research health issues or symptoms online said doing so
decreased their anxiety, while 49 percent reported no change.
- Most people with health benefits say
they are prepared for open enrollment. More than three-quarters
(77 percent) said they are prepared for open enrollment, while 20
percent said they are unprepared. Those employed full-time are even
more confident (82 percent said they are prepared), while
Millennials were less certain (69 percent said they are
prepared).
“This survey shows people are embracing technology as an
important resource to improve their health and more effectively
navigate the health system,” said Rebecca Madsen, chief consumer
officer of UnitedHealthcare. “By creating resources to help
simplify the health system and provide more effective clinical
interventions, UnitedHealthcare is responding to people’s needs on
their health care journeys, and we hope this data is helpful to
others involved in supporting the health of all Americans.”
Open Enrollment Preparedness and PreferencesWhen it comes
to time spent researching health benefits during open enrollment,
42 percent of respondents said they devote less than one hour to
the process; 29 percent spent between one and three hours; and 20
percent said more than three hours. Most insured respondents (67
percent) said they research if the doctors from whom they regularly
receive care are in-network for the health plan they intend to
select.
Many Americans with health benefits affirmed the importance of
ancillary benefits, such as vision and dental plans. Most (80
percent) said having vision and dental benefit options is
“important” during open enrollment. Full-time employees showed even
more interest, with 85 percent of those respondents saying vision
and dental coverage is important. That’s likely because a large
percentage of people recognize the link between oral and overall
health: 85 percent of survey respondents correctly recognized that
oral health can affect overall health, including 53 percent saying
the link was “significant.”
In regard to eye health, 39 percent of respondents said the
extended use of smartphones, tablets or computers had caused them
to experience symptoms associated with digital eye strain,
including sore or dry eyes, headache, or sore neck, shoulder or
back. Among people experiencing this, 55 percent said they
responded by stopping or limiting their use of digital devices; 14
percent said they started using blue-light blocking technology for
either their device or eyewear; and 28 percent said they made no
changes.
Technology and Transparency TrendsTechnology continues to
play an increasingly important role in how people research health
care options. More than one-third of respondents (36 percent) said
they have used the internet or mobile apps during the last year to
compare the quality and cost of medical services. That’s more than
double from 14 percent in 2012 (according to another
UnitedHealthcare study). Among all comparison shoppers, 84 percent
described the process as “very helpful” or “somewhat helpful,” up 4
percentage points from a year ago.
One in 10 comparison shoppers said doing so prompted them to
change both the health care provider and facility for the
researched service. For people who said the comparison-shopping
experience was not helpful, 42 percent said the estimates were
confusing or not easy to understand; 26 percent said the results
lacked key quality or cost information; and 7 percent said they
were not customized for their health plan.
Meanwhile, 72 percent of respondents said there is no
connection between the cost and quality of medical services,
and some studies have shown little correspondence between
higher-priced health care providers and improved health
outcomes.
For complete survey results, click here.
About the SurveyThe 2018 UnitedHealthcare Consumer
Sentiment Survey was conducted Aug. 2-5 using Engine’s Telephone
CARAVAN® survey among a landline and cell phone probability sample
of 1,003 U.S. adults age 18 and older. The margin of error was plus
or minus 3 percent at the 95 percent confidence level. Supplemental
interviewing, also among probability samples, was conducted Aug.
9-12.
About
UnitedHealthcareUnitedHealthcare is dedicated to helping
people live healthier lives and making the health system work
better for everyone by simplifying the health care experience,
meeting consumer health and wellness needs, and sustaining trusted
relationships with care providers. In the United States,
UnitedHealthcare offers the full spectrum of health benefit
programs for individuals, employers, and Medicare and Medicaid
beneficiaries, and contracts directly with more than 1.2 million
physicians and care professionals, and 6,500 hospitals and other
care facilities nationwide. The company also provides health
benefits and delivers care to people through owned and operated
health care facilities in South America. UnitedHealthcare is one of
the businesses of UnitedHealth Group (NYSE: UNH), a diversified
health care company. For more information, visit UnitedHealthcare
at www.uhc.com or follow @UHC on Twitter.
*Survey results are designed to reflect opinions of Americans
based on probability sampling of 1,003 adults.
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UnitedHealthcareWill Shanley,
714-204-8005will.shanley@uhc.com
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