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As Consumers Feel Financial Burden of Increasing Health Care Costs, Health Plans Have Opportunity to Address Unmet Consumer Needs and Become Trusted Advisors

ry infrastructure to provide the information consumers need in a timely, easy-to-use and personalized format. Health plans that recognize and respond to consumers' evolving preferences, unmet needs and overall desires for greater personalization and customization in their benefit plans could gain a distinct competitive advantage and achieve profitable growth in an emerging retail market."

The survey found that many consumers are seeking more personalized options and are demanding greater choices for care. The majority of consumers (78 percent) would prefer to customize their insurance by selecting the benefits and features they value, rather than select their plans from a few pre-packaged options. If given a choice, 62 percent of consumers said the ability to customize and choose benefits would have a strong influence on their choice of a health plan.

Additional representative findings from the Deloitte Survey found that:

-- Nearly three out of four consumers (73 percent) are interested in

accessing information about quality or price from their health plan.

-- Consumer interest in services such as online access to medical records

and test results (78 percent), email communication with doctors (76

percent), and online scheduling (72 percent) is very high.

-- Consumers are also interested in wellness programs (65 percent), tools

that provide personalized recommendations for improving health (61

percent), nurse call lines (65 percent) and disease management programs

that can help them manage their health condition (56 percent).

-- Eighty-eight percent are interested in using in-home self-monitoring

devices that could reduce doctor visits.

-- Forty-six percent are interested in using a software program or web site

to create a personal health record.

-- Twenty percent have used an alternative approach to treatment (40


SOURCE Deloitte
Copyright©2008 PR Newswire.
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