Consumers happier when their concerns are heard

Consumers who had the opportunity to tell their stories, voice their concerns, and offer their own suggestions for change had a distinctly more positive view of their health care two years later than a similar group of consumers who had no input, according to recent focus group research.

The research was conducted by the Integrated Healthcare Association, a California group concerned with managed care issues, and California Health Decisions (CHD), a nonprofit health care policy consumer advocacy group. It also involved San Francisco-based Chevron Corp., Hill Physicians Medical Group, Health Net (one of California’s largest HMOs), and consumers associated with all three organizations.

This two-year project began in 1996 with a series of focus groups comprised of health plan enrollees. During these sessions, enrollees identified several problem areas with their health plans, including long waits for authorization, claims and billing problems, and prescription drug coverage. In response to the concerns expressed, changes were implemented by Hill Physicians and Health Net, including revision of enrollee communication materials and a protocol for telephone-based issue resolution.

Two years later, after improvements had been made, another round of focus group research was held with two groups of enrollees. One group was comprised of individuals that were new to the project, while the other was made up of those who had participated in the earlier focus groups.

"Consumers who had voiced their concerns and made suggestions for changes in earlier focus groups expressed much greater satisfaction with their health care," says CHD president Ellen Severoni. "This clearly shows that earlier participants felt they had been heard, their concerns had been heeded, and they had some impact on the decisions that affect their lives. When consumers have a seat at the table, they are better prepared to understand the issues, and to judge progress fairly."

[For additional information, contact CHD at 505 S. Main St., Suite 400, Orange, CA 92868. Telephone: (714) 647-4922. Or, contact the Integrated Healthcare Association at 7901 Stoneridge Drive, Suite 500, Pleasanton, CA 94588 Telephone: (925) 847-9334.]