Topic Consumer engagement

Reports

Against the odds: How payors can succeed under persistent uncertainty

The US health insurance industry continues to be defined by uncertainty. The 25 articles in this compendium can help health insurers navigate the changes ahead.

Articles

Distributed sites of care: At the tipping point?

Increasingly, consumers are seeking services at sites of care outside of the traditional health system infrastructure. This shift has important implications for how health systems think about their asset base and scale.

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Enabling healthcare consumerism

Companies that can learn to understand, guide, and engage healthcare consumers, while inspiring their loyalty, have a significant opportunity to change the healthcare landscape.

Articles

Assessing the 2017 Medicare Advantage Star ratings

In October, CMS released the Medicare Advantage Star ratings for 2017. By analyzing CMS’s data, we uncovered trends indicating it will be critical for payors to continue to invest in their capabilities if they want to deliver quality programs that receive a Star bonus.

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Understanding consumer preferences can help capture value in the individual market

As consumers gain experience purchasing health insurance in the individual market, their attitudes are evolving—and so is the market. McKinsey’s 2016 Individual Market Open Enrollment Period Consumer Survey reveals the changes.

Articles

How tech-enabled consumers are reordering the healthcare landscape

Consumers’ accountability for healthcare spending is increasing, and more than a thousand companies are developing new digital/mobile technologies that should allow consumers to take greater control over their healthcare choices. This combination may disrupt the industry’s migration toward larger, more integrated systems and put almost $300 billion—primarily, incumbent revenues—into play.

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Transitions in coverage type are the norm for most consumers over time

New McKinsey research shows that changes in health insurance type are a common event for most Americans.

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2016 OEP: Consumer survey findings

As the Affordable Care Act (ACA) third individual-market open enrollment period (OEP) came to a close in January, McKinsey’s Center for U.S. Health System Reform conducted its eighth national online survey to gather insights into how the individual-market and consumer behavior have evolved.

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Great customer experience: A win-win for consumers and health insurers

Our research suggests that improving customer experience could lead to significant financial gain, and that an approach beginning with a deep understanding of the consumer's journey could be the key to success.

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Improving acquisition and retention in Medicare

When people get to the age of 75, chances are they’ll stay put—with their health plans at least. According to our Annual Enrollment Period (AEP) survey of 2,208 senior consumers, the Medicare population is a loyal bunch, and loyalty increases with age.

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Hospital networks: Perspective from three years of exchanges

We analyzed every individual exchange hospital network across the U.S., and here’s what we learned.

Articles

How healthcare systems can become digital-health leaders

The potential of digitization is well understood, yet healthcare systems are struggling to convert ambition into reality. Here’s what we recommend.

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2016 exchange market remains in flux: Plan type trends

Facts on the shift toward HMOs on the public exchanges.

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Debunking common myths about healthcare consumerism

As consumers take an increasingly active role in healthcare decision making, payors and providers need an accurate understanding of how healthcare consumerism is playing out. Using data from surveys of thousands of people across the U.S., we debunk eight of the most common myths circulating in the industry.

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2016 exchange market remains in flux: Pricing trends

Despite higher increases in lowest-price plan gross premiums this year, a greater share of consumers are seeing less expensive lowest-price silver net premiums.

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2016 exchange market remains in flux: Evolution of carriers and offerings

The mix of carriers and plans is continuing to change, with nearly half of consumers seeing a new entrant, and plan types becoming more managed.

Articles

Exchange-eligible consumers heading into OEP

As we near the 2016 OEP, outreach and retention efforts are ramping up. Understanding the different consumer segments is critical for driving uptake.

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Insights into Hispanics’ enrollment on the health insurance exchanges

New McKinsey research sheds light on why Hispanic enrollment rates continue to be low – and how these numbers could be improved.

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Measuring the patient experience: Lessons from other industries

A comprehensive approach health systems can use to better understand the patient experience and thereby improve patient satisfaction.

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How Discovery keeps innovating

CEO Adrian Gore describes how the South African company has been shaking up its industry through business-model innovation and explains what helps to catalyze new ideas.

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Hospital networks: Evolution of the configurations on the 2015 exchanges

Updated 2015 network data, including a comparison of networks offered on the 2014 and 2015 exchanges, insights into how networks’ pricing structures are evolving, and insurer and provider participation.

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2015 OEP: Insight into consumer behavior

As the Affordable Care Act’s (ACA’s) second individual market open enrollment period (OEP) came to a close in February, McKinsey’s Center for U.S. Health System Reform conducted our seventh national online survey to discern insights into how the individual market has evolved.

Reports

Medicaid & CHIP enrollment update

Observations based on analysis of Medicaid/CHIP enrollment estimates through December 2014.

Articles

Exchanges year 2: New findings and ongoing trends

This brief provides a full view into the 2015 exchange landscape.

Infographic: On the Eve of Open Enrollment 2015

Survey findings shed light on how a variety of factors could affect the decisions consumers make about enrolling: eligibility for subsidies, penalties for not enrolling, satisfaction with 2014 plans, and increases in premium rates.

Multimedia

One-on-one with Helena Foulkes: THINK CUSTOMER

Go big or go home. Plan for great. Use the power of purpose.

Multimedia

One-on-one with Rich Bevan: Healthcare Consumerism

Patients are becoming more like consumers of healthcare -- and they're expecting to be served like customers.

Multimedia

One-on-one with Dr. Christopher Chen

What happens when our paradigm of care is challenged, and a new model is built from the ground up?

Multimedia

Reform Center video series: Consumer engagement on the public exchanges

The first Open Enrollment Period (OEP) provided early insights into the new on-exchange, individual market consumer.

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Healthcare’s digital future

Insights from our international survey can help healthcare organizations plan their next moves in the journey toward full digitization.

Multimedia

Reform Center video series: Medicaid

From 2012 to 2019, Medicaid enrollment is projected to grow by 9-15M lives (16-26%), and by the end of the period managed Medicaid is expected to cover ~80% of enrollees.

Articles

Hospital networks: Updated national view of configurations on the exchanges

This updated view of the network configurations being offered on public exchanges across the country suggests that consumer choice of health plan design is expanding.

Reports

Individual market: Insights into consumer behavior at the end of open enrollment

This intelligence brief discusses the results of our April individual-market consumer survey, which confirm observations from the first open enrollment period and indicate possible future behavior.

Articles

Understanding and engaging a new era of Medicaid consumers

A new McKinsey survey offers payors, providers, and state governments a way to understand key differences among Medicaid consumers— differences that have important implications for how to engage current and potential enrollees effectively.

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Individual market enrollment: Updated view

The latest round of our national survey of QHP-eligible consumers tells a story of deeper engagement than previous surveys.

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The post-reform health system: Meeting the challenges ahead

This series of articles examines transformational imperatives specific to health systems in the post-reform era, drawing on extensive work with healthcare stakeholders across the value chain.

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Winning with consumers: What payors can learn from 'consumer' companies

This document discusses five strategies adopted by leading consumer companies to engage customers: customer experience and branding, channel excellence, risk management, consumer value management, and product design and innovation.

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Clinical operations excellence: Unlocking a hospital’s true potential

A multiprong approach that puts physicians—and clinical care—at the heart of performance transformation efforts can help hospitals and health systems deliver more financially sustainable, patient-oriented, and physician-friendly care.

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Why understanding medical risk is key to US health reform

The United States has a great opportunity to restrain the cost of its healthcare system, improve medical outcomes, and ease the financial and psychological burden on US consumers.

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The role of emotions in buying health insurance

As consumers face more choice, complexity, and financial exposure for their healthcare in an increasingly uncertain world, what they are really seeking is peace of mind.

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The missed opportunity for US health insurers

Most healthcare payors convert less than 10 percent of the customers who move to a new product class. There is substantial room for improvement.

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What consumers want in healthcare

Consumers are confused, concerned, and uncertain about their health insurance and financing needs. Companies should listen to them.