Consumer experiences in a consumer-driven health plan.
OBJECTIVE
To assess the experience of enrollees in a consumer-driven health plan (CDHP).


METHODS
Survey of University of Minnesota employees regarding their 2002 health benefits.


METHODS
Comparison of regression-adjusted mean values for CDHP and other plan enrollees: customer service, plan paperwork, overall satisfaction, and plan switching. For CDHP enrollees only, use of plan features, willingness to recommend the plan to others, and reports of particularly negative or positive experiences.


RESULTS
There were significant differences in experiences of CDHP enrollees versus enrollees in other plans with customer service and paperwork, but similar levels of satisfaction (on a 10-point scale) with health plans. Eight percent of CDHP enrollees left their plan after one year, compared to 5 percent of enrollees leaving other plans. A minority of CDHP enrollees used online plan features, but enrollees generally were satisfied with the amount and quality of the information provided by the CDHP. Almost half reported a particularly positive experience, compared to a quarter reporting a particularly negative experience. Thirty percent said they would recommend the plan to others, while an additional 57 percent said they would recommend it depending on the situation.


CONCLUSIONS
Much more work is needed to determine how consumer experience varies with the number and type of plan options available, the design of the CDHP, and the length of time in the CDHP. Research also is needed on the factors that affect consumer decisions to leave CDHPs.
Christianson
Jon B
JB
Carlson School of Management, Department of Healthcare Management, University of Minnesota, 321 19th Avenue South, Suite 3-149, Minneapolis, MN 55455, USA.
Parente
Stephen T
ST
Feldman
Roger
R
D000328:Adult; D002755:Choice Behavior; D003258:Consumer Behavior / Q000706:statistics & numerical data*; D003669:Deductibles and Coinsurance; D017049:Employer Health Costs; D005260:Female; D006264:Health Benefit Plans, Employee / Q000191:economics* / Q000592:standards; D006297:Health Services Accessibility; D006301:Health Services Needs and Demand; D006801:Humans; D015273:Insurance Selection Bias; D008297:Male; D008329:Managed Care Programs / Q000191:economics / Q000458:organization & administration / Q000706:statistics & numerical data*; D020402:Medical Savings Accounts / Q000191:economics / Q000592:standards / Q000706:statistics & numerical data*; D008875:Middle Aged; D008910:Minnesota; D011795:Surveys and Questionnaires; D013997:Time Factors; D014481:United States