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Insights from Recent Survey on Health Plans

A newly-released survey conducted by The Harris Poll and commissioned by Pager Health highlights the desire of insured Americans for a more personal and engaging relationship with their health insurance providers. The findings indicate significant consumer demand for immediate support, personalized recommendations, and the integration of advanced technology in health management.

Key Findings of the Survey

The survey involved nearly 2,000 insured individuals across the United States. A striking 74% of respondents expressed interest in receiving tailored health recommendations from their insurance plans shortly after medical appointments. This feedback underscores the need for health plans to enhance immediate post-visit engagement with their members.

Additionally, 79% of participants noted that access to a 24/7 online nurse would significantly improve their sense of wellbeing. This reflects a growing expectation for constant availability of support and guidance from health plans.

Furthermore, 77% of insured Americans indicated that health plan applications could be more effective in improving health outcomes if they focused on facilitating follow-up care, such as scheduling next appointments, demonstrating a desire for integrated health management tools.

The Role of Technology

The survey results also revealed a substantial comfort level among insured Americans regarding the use of AI for enhancing interactions with their health plans. Approximately 67% of respondents stated they would trust an AI-based copilot to inform them about available resources through their health benefits. This shows a growing acceptance of technology in personal health management.

Moreover, 66% believed AI could accurately personalize their healthcare experiences, providing contextual alerts and tailored care journeys based on individual needs, goals, and medical events. In another notable statistic, 75% of those surveyed expressed trust in AI for finding in-network doctors and scheduling appointments, marking a shift toward digital efficiency in healthcare.

Building Stronger Relationships

Walter Jin, Chairman and CEO of Pager Health, commented on the survey findings: "We see a significant opportunity for health plans to redefine their engagement models with members. Many insured Americans want to take a proactive role in their health management rather than waiting for reactive moments of care. Building trust is essential, and we believe our connected health experience can facilitate this."

The survey also revealed gaps in the current communication strategies employed by health plans. Almost 41% of participants felt that the recommendations they received were too generic, failing to consider their specific health circumstances. Furthermore, close to 17% reported not receiving any health recommendations at all.

The Need for Personalization

A substantial 45% of participants declared they would be more likely to follow health recommendations if those suggestions were personalized and provided in real-time. Additionally, 34% of insured Americans indicated that personalized interactions and alerts based on their activity and health data would motivate them to engage with wellness programs more effectively.

Rita Sharma, Chief Product Officer at Pager Health, emphasized the need for health plans to adapt their strategies: "Today's consumers expect the same level of personalized service from their health plans as they receive in other industries. Health plans that leverage AI and data will meet their members' demands and improve overall satisfaction and engagement."

Innovations at Pager Health

In response to these insights, Pager Health is developing a suite of innovative solutions aimed at enhancing the user experience for health plan members. Their ReallyWellSM platform integrates various health services and support, offering a comprehensive wellbeing experience tailored to individual needs. With advanced AI capabilities, the AI Copilot uses natural language processing to navigate members through their care journeys effectively, addressing their immediate needs seamlessly.

The company’s approach emphasizes a digital-first navigation system, ensuring members receive appropriate care quickly and effectively. Through their Enterprise 360 platform, Pager Health connects data and services, creating a unified health experience designed to reduce fragmentation and enhance coordination.

Conclusion

As the demand for personalized and immediate healthcare services continues to grow, health plans must innovate their practices to meet these expectations. The findings from this survey serve as a wake-up call for the industry, encouraging health plans to prioritize stronger relationships through tailored services and technology integration. For those looking to remain competitive and relevant, the integration of AI and a focus on member engagement will be crucial moving forward.

For further insights, you can review the complete Harris Poll/Pager Health survey results linked here.