Kaiser Leads Calif. Health Plans in Member Satisfaction Survey
Kaiser Foundation Health Plan received significantly higher member satisfaction scores than other California health plans, according to a recent survey conducted by J.D. Power & Associates, Payers & Providers reports.
The survey graded plans in eight categories, including:
- Communication with members;
- Depth of provider networks;
- Overall consumer experience; and
- Overall coverage and benefits.
The survey found that California health plans had an average score of 702 out of 1,000, one point above the national average of 701. Last year, the nationwide score was 712.
Kaiser Foundation Health Plan received a score of 749, the top score among California plans (Payers & Providers, 4/8). This is the third consecutive year that Kaiser Foundation Health Plan received the top rank in the J.D. Power & Associates survey (Goldeen, Stockton Record, 4/5).
Cigna, which received a score of 704, was the only other health plan in the state to score above the national average.
Member satisfaction scores for other California health plans were:
- 688 for PacifiCare;
- 684 for Health Net;
- 678 for UnitedHealthCare;
- 676 for Anthem Blue Cross of California;
- 672 for Aetna; and
- 660 for Blue Shield of California.
David Stefan, executive director of J.D. Power's health care practice, said Kaiser's high score can be attributed to its preventive care initiatives, as well as its ability to integrate care and coverage.Jim Dougherty, director of J.D. Power's health care practice, noted that health plans that increased members' understanding of benefits experienced less dramatic declines in satisfaction scores (Payers & Providers, 4/8). This is part of the California Healthline Daily Edition, a summary of health policy coverage from major news organizations. Sign up for an email subscription.