Tips can help improve health plan satisfaction

While the Hewitt Satisfaction Survey reveals consumers are less satisfied with their health plans, companies and their employees can improve the situation. Highlighted below are some tips from Hewitt Associates:

Tips for employers

?Research the marketplace. A lot of information is now available on health plan quality and performance. Employers can use this information to evaluate how their plans are performing compared to others in the market and make sure they're aware of which plans they do and don't want to be associated with.

?Identify areas for improvement. Many employers are now using information available on health plan performance to identify areas for improvement and to evaluate their plans' progress on a regular basis.

In some cases, companies are requesting performance guarantees from health plans, in which they are reviewed on a regular basis, and rewarded or penalized based on performance.

?Offer choice. Because people have different health and financial situations, it is helpful if an employer can offer a variety of plan options. Not only does it lead to better participant-plan matches, Hewitt's survey findings reveal it leads to higher employee satisfaction.

?Communicate. Companies can help their employees better select the plan that will meet their needs by sharing information on their health plans' performance and satisfaction ratings through tools such as health plan scorecards, help lines and newsletters.

?Listen to employees. One of the best sources for information on health plans is from the people who use them employees.

Companies can gather feedback in a variety of ways through their intranet, surveys and the traditional suggestion box.

Tips for consumers

?Investigate. When selecting a health plan, people need to research their options. Resources such as the Internet and health care associations, as well as references from colleagues, family and friends, can help people make sure they choose the health plan that will best meet their needs.

?Report problems. When people experience problems with their health plan, many make their provider aware of the situation, but not their health plan and employer.

By communicating issues or problems to both the health plan and the company, particularly to employees who are authorized to make decisions on health care, more of an impact can be made on a health plan.

?Participate in surveys. Consumers can take advantage of opportunities such as company-wide surveys or discussion groups to provide feedback regarding what they do and don't like about their health plan.

?Switch plans. If people aren't pleased with their health plan, they should consider switching plans during enrollment season (typically offered during the fall).

If a company doesn't offer another option, employees should report their difficulties to human resources and encourage them to offer more choices.