Consumers Face Healthcare Financing Fears

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, and more than one-third said they're anxious about affording care. But few consumers are taking steps to ensure future access to quality care and coverage: Just 21% reported regularly budgeting for health expenses, and only 7% said they plan to buy additional coverage. Health plan customer experience professionals should get out in front of consumer fears by crafting member communications to allay anxiety and offering resources to help members track and budget for expenses. They should also take advantage of the opportunity to bring apprehensive uninsured and underinsured consumers onboard by clearly tying health coverage to cost savings.