Survey data confirms that Americans are deeply worried about increases in out-of-pocket expenses for healthcare, and that they have little confidence in making healthcare decisions.
Just as health plans are gearing up for open enrollment and the opportunity to woo new customers, consumers are struggling to understand their options and worried about how to pay high deductibles and other out-of-pocket expenses, research suggests.
The "Moments of Truth" research report from Alegeus is derived from a survey of more than 4,000 U.S. healthcare consumers. It confirms that Americans are deeply worried about increases in out-of -pocket expenses for healthcare, with 66% of consumers saying that "planning for out-of-pocket costs" was the most challenging and stressful aspect of managing their healthcare.
Respondents also said they had little confidence in making healthcare decisions, with 69% saying that deciphering healthcare jargon is a significant barrier to decision-making.
Forty-nine percent of consumers said they don't understand the cost implications of different health plan choices.
The report also indicates that consumers value human interaction above all other types of support, at least until they become more familiar with their health plan options. As consumers build confidence, their interest in human support declines and their interest in digital tools and self-service support grows.