For Customer Experience Professionals

CDHP Member Engagement Slips — Again

Health Plans Can't Count On Plan Design To Drive Healthcare Consumerism

by Elizabeth Boehm, August 26, 2009

Consumer-directed health plans (CDHPs) continue to experience rapid growth in adoption. But member engagement has declined for the second consecutive year. CDHP members are now less likely to use online health tools and actively manage their healthcare . . .

For Marketing Leadership Professionals

Consumer Engagement In Personal Healthcare Finance Dropped In 2008

Healthcare Marketers Have An Uphill Battle Ahead Of Them

by Carlton A. Doty, Elizabeth Davis, March 11, 2009

According to Forrester's North American Technographics® Healthcare Online Survey, Q2 2008, 39% of non-elderly commercially insured adults in the US now own a health spending account. This document profiles these consumers by account type and uncovers . . .

For Customer Experience Professionals

Consumers Face Healthcare Financing Fears

Health Plan Customer Experience Professionals Must Build Transparency

by Elizabeth Boehm, March 9, 2009

The deepening recession has led to consumer fears across the US economy — and healthcare is no exception. When Forrester asked US consumers about their attitudes toward healthcare costs in Q3 2008, most respondents said they anticipate cost increases, . . .

For Marketing Leadership Professionals

Consumers Sound Off On Health Savings Accounts

Unrest Is Looming Behind A Deceptively Positive Attitude Among HSA Owners

by Carlton A. Doty, January 21, 2009

The so-called consumer-directed health (CDH) market has opened a new door for financial services firms. Health savings accounts (HSAs) are the controversial but quickly growing financial "half" of many CDH insurance plans across the US. Forrester estimates . . .

For Marketing Leadership Professionals

The Truth About Consumer-Directed Health Plans

HSAs Swell To More Than 6 Million Accounts And More Than $8 Billion In Assets

by Carlton A. Doty, September 25, 2008

The so-called consumer-directed health (CDH) market plunges its roots deeper into the health insurance industry as US employers continue to fight the rising costs of healthcare and more consumers find themselves in unfamiliar territory. Once referred . . .

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Healthcare Online Survey, Q2 2008  (348 KB PPT)

by Jacqueline Anderson, September 24, 2008

This highlight deck summarizes the key findings from Forrester¿s North American Technographics Healthcare Online Survey, Q2 2008.

For eBusiness & Channel Strategy Professionals

Are Employer-Sponsored Health Benefits Eroding?

A Joint Forrester And Employee Benefit News Study Shows That Benefits Richness Declines As HSAs Gain Steam

by Carlton A. Doty, December 27, 2007

The 2007 Employee Benefit News/Forrester Research Benefits Decisions' Impact Study of more than 900 benefits professionals examines employers' overall benefits strategies. One of the top concerns among benefits managers is healthcare. Although health . . .

For eBusiness & Channel Strategy Professionals

Employers Expand Key Healthcare Products

A Joint Study With Employee Benefit News Reveals A Focus On High-Deductible Plans And Wellness Initiatives

by Julie Snyder, November 30, 2007

The 2007 Employee Benefit News (EBN)/Forrester Research Benefits Decisions' Impact Study of more than 900 benefits professionals examines the current and planned benefits landscape together with strategies employers are implementing to control rocketing . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Technographics Healthcare Online Survey, Q2 2007  (410 KB PPT)

by Jacqueline Anderson, November 19, 2007

This highlight deck reviews the key findings from the Q2 2007 Healthcare Online Survey. This survey covered questions given to US adults around online healthcare behaviors and attitudes.

For eBusiness & Channel Strategy Professionals

Are Consumers Embracing The Convergence Of Healthcare And Finance?

Engagement Among Account Holders Is Higher, But An Education Gap Remains

by Carlton A. Doty, August 24, 2007

Growth in the consumer-directed health (CDH) market — the most controversial phenomenon in US healthcare since the rise of health maintenance organizations (HMOs) during the Nixon administration — has eBusiness professionals aflutter. Insurer, employer, . . .

For eBusiness & Channel Strategy Professionals

Health Savings Accounts: The Battleground For Customer Loyalty

by Carlton A. Doty, July 31, 2007

Market penetration for health savings accounts (HSAs) among US households is gaining momentum. Even an impending presidential election, in which healthcare reform is a top priority, cannot break the law of inertia in this highly politicized industry. . . .

For eBusiness & Channel Strategy Professionals

Blue Healthcare Bank Puts The Blues In The Game

Approval From Feds Levels The Playing Field In The CDHP Market

by Carlton A. Doty, February 23, 2007

Fourteen months after it announced plans to get into the banking business, the Blue Cross and Blue Shield Association (BCBSA) has received federal approval of its application for a federal savings bank charter. The approved charter allows Blue Healthcare . . .

How Do Consumers Track Healthcare Expenses?

The State Of Personal Healthcare Finance

by Katy Henrickson, April 17, 2006

Nineteen percent of consumers track or budget their healthcare expenses. Even though these technologically savvy online healthcare consumers frequently visit their health plans' Web sites, they are managing their healthcare finances with paper and pen. . . .

Integrated HSAs: A Road Map For Health Plans

And Their Bank Partners, Too

by Katy Henrickson, January 18, 2006

Leading health plans and banks garnered valuable early health savings account (HSA) experience in 2005 and learned the hard way that delivering a competitive HSA product requires more than an arms-length relationship. Only HSA partners that collaborate . . .

Fidelity's New Health Savings Accounts Challenge Health Plans' Customer Loyalty

by Katy Henrickson, January 3, 2006

Fidelity Investments announced early last week that it was launching a health savings account (HSA) product — tax-free accounts that complement high-deductible health plans — along with administrative support tools for employers and decision support tools . . .

Blue Healthcare Bank Bets On Service, Not Returns

by Katy Henrickson, Bradford J. Holmes, December 6, 2005

The Blue Cross Blue Shield Association is stepping up the Blues' commitment to the emerging consumer-directed health plan (CDHP) market with a new banking initiative. Forrester believes that the Blues' focus on service integration is the right move to . . .

Quicken For Healthcare Arrives Quietly

Intuit Wisely Tiptoes Into Personal Healthcare Finance

by Eric G. Brown, September 27, 2005

Intuit's Quicken Medical Expense Manager (QMEM) aims to help consumers better manage their medical bills — especially those consumers faced with expensive, protracted, and complex treatments. With no paper-based "best practice" evident among consumers, . . .

The Race For Personal Healthcare Finance

by Katy Henrickson, August 23, 2005

With the advent of health savings accounts (HSAs) and consumer-directed health plans (CDHPs), the long-awaited convergence of the healthcare and financial services industries is finally in full swing. Retail banks and investment firms — particularly those . . .

Will Health Plans Profit From HSAs?

Forecast Of Health Savings Account Assets And Transactions

by Katy Henrickson, March 7, 2005

The number of health savings accounts (HSAs) will grow to more than 6 million in 2008, driven by burgeoning enrollment in high-deductible health plans (HDHPs). HSA funds in these 6 million accounts will cover more than $9 billion in medical expenses and . . .

Health Plans' HSA Headache

Unraveling A Tangled Vendor Market

by Katy Henrickson, January 4, 2005

With rising CDHP enrollment and unambiguous federal support, the market mandate for health savings accounts (HSAs) has arrived. Plans that have not yet launched an HSA product are behind the eight ball and will encounter a messy vendor landscape. Here . . .