Address correspondence to Jon B. Christianson, Ph.D., Carlson School of Management, Department of Healthcare Management, University of Minnesota, 321 19th Avenue South, Suite 3-159, Minneapolis, MN 55455. Stephen T. Parente, Ph.D., is with the Carlson School of Management, Department of Healthcare Management, University of Minnesota. Roger Feldman, Ph.D., is with the School of Public Health, Health Services Research and Policy, University of Minnesota, Minneapolis.
Consumer Experiences in a Consumer-Driven Health Plan
Article first published online: 28 JUN 2004
Health Services Research
Volume 39, Issue 4p2, pages 1123–1140, August 2004
How to Cite
Christianson, J. B., Parente, S. T. and Feldman, R. (2004), Consumer Experiences in a Consumer-Driven Health Plan. Health Services Research, 39: 1123–1140. doi: 10.1111/j.1475-6773.2004.00278.x
This article was originally a working paper presented at a conference on “Consumer-Driven Health Care: Evidence from the Field,” in Washington, DC, on September 15, 2003. This project received financial support from the Robert Wood Johnson Foundation's initiative on Changes in Health Care Financing and Organization. We also gratefully acknowledge the help provided by the administration of the University of Minnesota, and Ruth Taylor, Center for the Study of Healthcare Management, Carlson School of Management.
- Issue published online: 28 JUN 2004
- Article first published online: 28 JUN 2004
- personal care account;
- enrollee satisfaction;
- health plan rating
Objective. To assess the experience of enrollees in a consumer-driven health plan (CDHP).
Data Sources/Study Setting. Survey of University of Minnesota employees regarding their 2002 health benefits.
Study Design. 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.
Principal Findings. 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.