In our recent consumer benchmark study, we asked a number of questions about patient experience. It turns out that 79% of recent patients trust health advice from doctors, but only one-third will follow advice from health plans and pharmaceutical companies.
But that’s not the total story…
We also asked patients how satisfied they were with interactions during their recent medical visits. When we examine their likelihood to follow medical advice it turns out that there’s a large gap between satisfied and dissatisfied consumers. As it turns out, about half of consumers that are satisfied with their recent interactions with pharma companies and health plans are likely to follow medical advice from those firms.
This is in’t particularly good news for health plans, since they were the lowest scoring companies in the 2012 Temkin Experience Ratings. But it is another reason why customer experience is critical for health plans. If those firms want to improve their economics by having members make more healthy decisions, then they are more likely to be successful and influence consumers if they improve how they treat them.
The bottom line: You need to earn the right to offer health advice