Not surprisingly, Engaged consumers are significantly more likely than the Disengaged to participate in most types of health care activities. Over 80% of Engaged consumers have done one or more of the 12 health-related activities compared to only 49% of Disengaged consumers.
Almost one-quarter visited insurer’s websites
24% of consumers said they visited a health insurer’s website in the past 12 months. One-third of Engaged consumers said they have visited an insurance website while only 16% of Disengaged consumers have done so.
Engaged consumers also reading insurer newsletters
One-quarter of Engaged consumers said they have read a newsletter from a health insurance company in the past year, which is more than three times the percentage of Disengaged consumers doing so (7%).
Calling customer service is not related to engagement
About 15% of consumers indicated that they called their health plan’s customer service, while only 14% of Engaged consumers have called and slightly fewer (10%) Disengaged consumers have called, leaving the middle engagement levels (Involved and Reactive categories) as being more likely to call than either extreme. Engaged consumers are expected to respond to any problems and address them rather than ignore them like a typical Disengaged consumers, so we might assume that Engaged consumers are experiencing fewer customer service issues due to their knowledge and involvement.
Engaged consumers are not more likely to check prices
Although we would expect the most Engaged consumers to be much more likely to check prices for medical tests and procedures, only 15% of them reported doing so in the last year compared with 11% of Disengaged consumers and 13% of consumers overall. Past studies have shown that Engaged consumers are willing to pay more than other groups to retain their personal provider and to receive services they deem necessary, so price considerations may be less of a concern for these consumers – making this an opportunity for further costs savings from these customers.
Blogs are not very popular
Only 7% of consumers said they have read a health-related blog in the past year and less than half that many (3%) have posted such a blog. Amongst Engaged consumers, 14% have read a health-related blog and 7% have posted one. By comparison, only 1% of Disengaged consumers have read a health-related blog and none reported posting such a blog.
Electronic Health Records (EHR) underutilized by all
Only 9% of consumers said they use EHRs today. Even among Engaged consumers, EHR usage is a minority while Disengaged consumers are almost as likely as the typical consumer to use an EHR.