Medicare Advantage Member Satisfaction Lacking in Mental Health, Substance Abuse Services

J.D. Power gauged overall member satisfaction with Medicare Advantage (MA) plans based on six factors.

Member satisfaction with MA plans is up overall, but two areas where coverage is missing the mark is in mental health and substance abuse disorder services, according to a study by J.D. Power.

The consumer insights, advisory services, and data analytics company collected responses from 3.094 members of MA plans across the nation from May through July to measure satisfaction based on six factors, in order of importance: coverage and benefits, provider choice, cost, customer service, information and communication, and billing and payment.

The study found that overall member satisfaction in 2022 is at 809 points (on a 1,000-point scale), up three points from 2021 and up 15 points during the past five years.

However, just 38% of MA plan members say they have enough coverage for mental health treatment, down from 39% last year, while only 27% of members say they have enough coverage for substance use disorder services. For comparison, 91% of members say they have enough coverage for routine diagnostics and 89% say they have enough coverage for preventative and wellness services.

Though strides in billing and payments, along with cost and provider choice, have raised overall satisfaction with MA plans, the study is another reminder that work is still needed to improve services for beneficiaries.

"Medicare Advantage plans have recognized that the key to improved patient outcomes is building engagement with members, encouraging the use of preventive health services and fostering great relationships with primary care providers who are leading overall care coordination," said Christopher Lis, managing director, global healthcare intelligence at J.D. Power.

"With an estimated 1.7 million Medicare beneficiaries living with a diagnosed substance use disorder and one in four Medicare beneficiaries living with a mental health condition, there is a big opportunity for Medicare Advantage plans to support more patients and families in need."

J.D. Power's overall member satisfaction ranking for MA plans: