Consumers Want Healthcare Change, Lack Consensus

Healthcare reformers in Washington claim that all options are on the table. But what do consumers want? According to Forrester's Q1 2009 Healthcare Online Survey, the US public remains as divided as its politicians. Consumers' top choice, at 30%, is expanding existing government programs for consumers in need of health insurance, but employer mandates, single-payer, and free-market solutions also vie for consumers' attention. The overwhelming lack of support for the health insurance status quo highlights a crisis of confidence between members and the health plans that serve them. To turn the tide and build member loyalty, health plan customer experience professionals should help senior leadership understand the depth of the calamity, and institute programs to bring the voice of the member into all levels of experience support.