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J.D. Power and Associates Reports: Satisfaction with Health Plans is Notably Lower among Individual Purchasers and Small Employer Members
Date:4/2/2009

se other products is lower compared with members working for larger organizations.

"As unemployment rates rise across the nation, more members are moving to individual health plans from employer-sponsored plans," said Jim Dougherty, executive director of the healthcare practice at J.D. Power and Associates. "By more effectively managing the member experience for this growing segment of members, health plans could reap considerable financial benefits through increased retention and recommendations, and prepare themselves for the anticipated healthcare reform measures facing the industry, which are likely to drive additional enrollment among previously uncovered individuals and small employers."

Health plans ranking highest in their respective regions are (in alphabetical order): Anthem Blue Cross and Blue Shield of Kentucky; BlueCross and BlueShield of Alabama (these two plans tie in the East South Central region); BlueCross BlueShield of Arizona; BlueCross BlueShield of Florida; BlueCross BlueShield of Illinois; BlueCross BlueShield of Nebraska; Dean Health Insurance; Harvard Pilgrim Health Care; Health Alliance Plan (HAP); Highmark Blue Cross Blue Shield; HIP Health Plan of New York; Humana (which ranks highest in the South Atlantic and Texas regions); Kaiser Foundation Health Plan (which ranks highest in the California, Colorado, Northwest and Virginia-Maryland regions); and Medical Mutual of Ohio.

The study also finds that--while satisfaction levels have increased significantly from 2008 in the New England, South Atlantic, California,

SOURCE J.D. Power and Associates
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