Alpharetta, GA – According to initial results from a multi-phased national COVID-19 study published today by SPH Analytics, outreach regarding COVID-19 from health plans and providers has been lacking or is going unnoticed. Of the 2,000 respondents surveyed between May 5 and May 11, 2020, only 37% said that their health plan reached out to them with information regarding the virus, and even fewer said their personal doctor reached out (29%).
“What these numbers tell us is there may be a discrepancy between what health plans and providers are communicating to members and what those individuals are actually hearing,” said Mike Foytik, Chief Analytics Officer at SPH Analytics. “It’s likely that communications are not reaching their intended targets or are not resonating with their specific audience. Given the unprecedented environment we’re all facing today, it’s more important than ever for payers and providers to factor in consumers’ healthcare knowledge, channel preferences, and level of engagement in their personal healthcare into all communications.”
Some key initial findings of the survey include:
Continued Foytik, “The highest performing plans leverage data, analysis, and strategic efforts to support driving great member experience, satisfaction, and access to care. The health plans that are participating in this multi-phased national study will interact directly with the consumer data, making comparisons between their own member populations, their region, and the national norms. This will help the plans monitor changes in member experiences during the pandemic to provide the highest level of service and care for their membership. Insights from the national COVID-19 study will also help plans better understand their 2020 CAHPS results. This is especially important given the recent changes to the Medicare Advantage Star Ratings, that doubled the weight of member experience and access to care measures.”
SPH Analytics has deep expertise in both quantitative and qualitative research, including complete administration and management of healthcare surveys that enable health plans to understand the member experience. This research modality gives health plan members one of the clearest paths to conveying their experience across the healthcare continuum. Healthcare organizations use these surveys to measure patient/member experience and extract useful and relevant information that translates to actionable improvement plans. SPH also has unique patient population stratification and engagement solutions that can identify and then close care gaps through patient education and appointment setting.
The survey baseline was completed via Internet panel respondents who were recruited to create a representative sample of the entire U.S. More than 2,000 respondents ages 18 and older who are involved in care decisions were surveyed between May 5 and May 11, 2020, including members of commercial, Medicare, Medicaid, and military plans, as well as the uninsured. Additional waves of the study will continue to canvas a national audience, but also afford participating health plans the option to supplement research to also include members of their own health plan for detailed analyses of their membership against the national results.
For more information about SPH Analytics and its experience solutions, visit SPHAnalytics.com.
About SPH Analytics
SPH Analytics (SPH), a leader in healthcare analytics and population health management, empowers clients to analyze and interpret their clinical, financial, and consumer experience data to maximize their performance. SPH’s Population Care™, Population Value™, and Population Engage™ solutions are built on the innovative Nexus™ Platform, providing insights and impact to integrated health networks, ACOs, hospitals, ambulatory care providers, physician groups, and health plans. SPH’s quality measure dashboards, financial risk measurement, healthcare survey and patient outreach solutions, and consulting services empower clients to meet the Triple Aim by improving population health, reducing overall cost of care, and improving the patient experience.
SPH Analytics is a recognized leader in the industry, earning accolades as a top ranked population health vendor by KLAS, top-ranked satisfaction measurement firm in the health plan market by Modern Healthcare, and ranked number one in MACRA and MIPS Support Technology for Value-Based Care by Black Book Research. SPH Analytics has been providing insights to clients for more than 35 years and serves clients in all 50 states. Corporate headquarters are in metro Atlanta. SPH Analytics is a portfolio company of the $3 billion STG Partners. For more information, call 1-866-460-5681 or visit SPHAnalytics.com.