Overview
Where is friction getting in the way of better care?
Delayed and deferred care can lead to worse health outcomes and, often, higher costs down the road. This study uncovers the “care friction” that makes patients put off preventive care, follow-up visits, referrals, and surgery. It shows why they wait and what finally gets them to act.
The findings can help health plans and healthcare organizations better understand the obstacles consumers face and identify opportunities to make care easier to navigate, encourage greater engagement, and improve the member and patient experience.
*Local Market Add-On – Available for this study!
Our local market oversample studies show how consumers in specific service areas uniquely behave compared to the national data, providing plan managers with deeper insight for nuanced operational, marketing, and acquisition needs.
Turn Insight Into Action
Understand that consumers delaying care is only the beginning. Understanding why they delay, what gets them to act, and where barriers may be reduced gives organizations a clearer path toward addressing care friction.
Use the findings to help inform:
- Care management strategies
- Member engagement and outreach
- Member and patient experience initiatives
- Communications around preventive and follow-up care
- Market-specific strategies using local oversamples
Understand the friction. Identify where to intervene. Make care easier to navigate.