Health Plans Provide the Worst Customer Experience, According to New Temkin Group Research

WABAN, Mass., Feb. 20, 2012 /PRNewswire/ -- A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings.

The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 13 health plans. Kaiser Permanente was the top-rated health plan, the only plan to receive an "okay" rating, but it only ranked 87th in the overall ratings. TriCare, Medicare, Aetna, United Healthcare, Humana, Empire BCBS, Blue Shield of CA, and CIGNA all received "poor" ratings. Four plans received "very poor" ratings and are ranked in the bottom seven across all 18 industries: Highmark BCBS, Health Net, Medicaid, and Anthem BCBS.

Health plans represented the lowest-rated industry, and only one of three industries to receive an average rating of "poor." The industry, however, experienced a modest improvement between 2011 and 2012.

"It's troubling that only one health plan can even achieve an okay rating; the entire industry needs a customer experience wake-up call. While it's great to see some improvement, it's not enough," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.

The Temkin Experience Ratings evaluates three dimensions of customer experience:

Functional: Does the company meet consumers' needs?Accessible: How easy is it for consumers to do what they are trying to do?Emotional: How do consumers feel about their interactions with companies?

Other highlights from the research include:

Kaiser Permanente and TriCare received the highest Functional ratings, while Highmark BCBS and Health Net received the lowest.Kaiser Permanente and Aetna received the highest Accessible ratings, while Medicaid, Health Net, and Highmark BCBS received the lowest.Kaiser Permanente and TriCare received the highest Emotional ratings, while Highmark BCBS and Health Net received the lowest.Ten health plans were included in both the 2011 and 2012 Temkin Experience Ratings. Kaiser Permanente had a double-digit improvement in its score while five other plans increased their score by five or more points: Anthem BCBS, Aetna, United Healthcare, CIGNA, and Humana.TriCare was the only health plan to slip by five points or more between 2011 and 2012, but Medicaid and Medicare also declined.

This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com. The data can be accessed from the Temkin Ratings website, http://www.temkinratings.com.

For more information about Temkin Group, visit http://www.temkingroup.com.

About the author, Bruce Temkin

Bruce is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of the Temkin Group. He is also the author of a very popular blog, Customer Experience Matters. Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.

About Temkin Group

Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their customer experience results. For more information, contact Bruce Temkin at 617-916-2075 or info@temkingroup.com.

This press release was issued through eReleases(R).  For more information, visit eReleases Press Release Distribution at http://www.ereleases.com.

View the original article here

Positive psychology has limited health benefits: research

NEW YORK (Reuters Health) - A psychology technique that encourages patients to think positively and gain confidence helped some with high blood pressure and heart disease stick to medication and exercise goals, according to new research.

But the strategy -- known as positive affect and self-affirmation, or just positive affirmation -- didn't always lead to obvious health benefits. And it's unclear whether any improvements in lifestyle would have continued after the extra encouragement stopped.

"In general, the idea is that as people feel positively about what they're doing, they're more likely to be energized and sustain that over time," said Dr. Geoffrey Williams from the University of Rochester, New York, who wrote a commentary published with three new studies on positive affirmation in the Archives of Internal Medicine.

The studies addressed health goals in three groups of patients. In one, African-Americans with high blood pressure were encouraged to stick more closely to their medication plan. In the other two, people who had asthma or who'd recently had a stent inserted into blocked arteries agreed to exercise more.

All patients were given workbooks and made contracts with doctors about their goals.

Half of the participants in each study -- the positive-thinking groups -- also received small gifts in the mail, and were encouraged to incorporate things that made them happy into their everyday lives and to think about proud moments when they were having trouble sticking to their goals.

In the high blood pressure study, the extra encouragement led to limited success. Slightly more people in the positive-thinking group took their medications; in total, that group took 42 percent of its recommended doses, compared to 36 percent in the "control" group. But there was no difference in changes in blood pressure between the groups after a year.

The researchers calculated that 16 hypertensive patients would need to get the extra support, encouragement and gifts for one more to adhere to a medication plan.

The intervention had no clear effect on physical activity in asthma patients. Regardless of whether or not they were given the encouragement and told to think positively, the patients burned an extra 400 calories per week on average by the end of the year-long study.

There was some benefit in patients who received extra exercise encouragement after having a stent inserted. More than half of them surpassed the goal of burning an extra 336 calories per week after a year, compared to just over one-third of patients who were taught about exercise, but didn't get positive affirmation.

"Overall it's safe to say that self-affirmation... can help patients to engage in healthy lifestyle behaviors," said Dr. Gbenga Ogedegbe from the New York University School of Medicine, part of the NYU Langone Medical Center, and the lead researcher of the blood pressure study.

The theory of improving health and lifestyle through upbeat thinking is related to the "positive psychology" movement, which encourages the study of happiness, rather than focusing only on mental illness.

Ogedegbe said it's possible that combined with other behavioral strategies and improvements in care, positive thinking and affirmation can lead to actual reductions in blood pressure in some hypertensive patients, as well as other health benefits. But it's unclear from this study if that's the case.

One limit of all the new studies, according to Williams, is that they didn't track whether patients continued to take their medication and exercise after the extra encouragement and gifts stopped -- which would be important if the strategy was going to be useful in the real world.

"We need people to be able to carry this out themselves after we have (finished) working with them," Williams told Reuters Health.

Ogedegbe said that he and his colleagues are currently looking at how well the strategy works in combination with other health interventions, as well as how costly it would be outside of a research study.

For now, he told Reuters Health, "The simple message is that patients have to remain positive, even in the face of obstacles."

SOURCE: http://bit.ly/fO01ME Archives of Internal Medicine, online January 23, 2012.

View the original article here