Just 21% of Insureds Regularly Use Their Health Plan's Member Portal, HealthMine Survey
Only 30% say their plan's member portal helps them answer healthcare questions digitally
DALLAS, Feb. 23, 2017 /PRNewswire/ -- While 89% of members say they are connected to their health plan through a member portal, only 21% use their portal regularly. The data comes from a January 2017 HealthMine survey of 750 consumers with sponsored health insurance.
Key survey results are below:
Are you connected to your health plan online through a member portal?
| Answer |
Percent |
| Yes, and I use it sometimes |
32% |
| Yes, but I rarely use it |
24% |
| Yes, and I use it regularly |
21% |
| No |
11% |
| Yes, but I do not use it |
8% |
| Yes, and I would use it more if there was a good mobile experience |
4% |
Just 30% of respondents said they were able to find answers to most of their healthcare questions through their member portal, without requiring a phone call.
Is your member portal able to answer most of your questions online?
| Answer |
Percent |
| Some of the time |
52% |
| Yes, most of the time |
30% |
| Rarely |
14% |
| No, not at all |
5% |
The reasons for low member portal utilization are varied, and include confusing navigation and a lack of motivation or incentive for usage.
What is the primary reason you don't utilize your health plan's member portal?
| Answer |
Percent |
| Too confusing to navigate |
24% |
| No incentives |
21% |
| I don't know how |
20% |
| Doesn't help me |
18% |
| Not relevant to me |
17% |
Brennan Collins, vice president of product at HealthMine said, "Getting members to digitally connect to their health plans requires that plans provide useful data—and do so on a daily basis. As health plans evolve from health insurance to health care, they must find ways to deliver information that fits into each plan member's life and help guide them each day with relevant attainable health actions. It means that plans need to translate the tremendous amount of member data into key insights that make members more aware, and more intelligent about managing their own health."
About the Survey
The HealthMine Health Plan Intelligence Survey queried 750 insured consumers who are enrolled in a wellness program. The survey was fielded by Survey Sampling International (SSI) in January 2017. Data were collected via an opt-in panel. The margin of error is 4%. Survey Sampling International (SSI) has been the Worldwide Leader in Survey Sampling and Data Collection Solutions, across every mode, for 37 Years.
About HealthMine
HealthMine is a leading healthcare technology company that delivers Health Intelligence for plan members and plan sponsors. HealthMine's cloud-based Health Intelligence Solution facilitates better health outcomes and lowers healthcare costs by providing: 1) insight into health status and risk, 2) clinical guidance on necessary health actions, 3) personalized motivation to close gaps in care and 4) measurement of outcomes. The Health Intelligence Solution derives business value from all clinical and lifestyle health data including data from existing wellness programs. HealthMine has more than 1 million users and has saved health plan sponsors more than $100 million in healthcare costs. HealthMine is on the web at www.healthmine.com.
SOURCE HealthMine
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