A new consumer survey report conducted by market research company OnePoll—on behalf of Ribbon Health—found that roughly one in three Americans have had a negative health care experience because of incorrect provider information on their health plan's website—and 62% of Americans do not trust their health plan when seeking care.

Survey details and key findings

For the survey, OnePoll surveyed 1,000 consumers across the United States on their experience receiving health care, which factors are most important to them when looking for and selecting care, and which factors they consider vital to a more personalized and inclusive care experience.

In the survey, which was completed in October 2022, respondents were asked to answer a total of 19 questions, which included a mix of multiple choice, open-ended, and rating on a scale of one to five.

According to the survey, more than half of Americans (62%) do not trust their health plan when they are seeking care—instead preferring the recommendation of their provider.

The survey uncovered that care navigation issues are a main contributor to patient dissatisfaction. According to CMS, over half of provider listings contain at least one error, which leaves consumers struggling to access high-quality care with incomplete information.

The survey found that 38% of consumers had a negative health care experience because of incorrect provider information on their health plan's website—and 66% of consumers said they would trust their health plan more if it had more accurate information on providers.

When consumers are searching for care online, the most important factors they consider are accurate and up-to-date information (49%), understanding how much care will cost before they are billed (46%), and more detailed information on provider and care options (43%).

Consumers are looking for a better understanding of which in-network providers are close to them, whether they are accepting new patients, and the ability to instantly book an appointment—findings that further highlight the need to have accurate, accessible information on providers.

Currently, just one in three people are very likely to seek out routine care—and 27% receive care once a year or less. According to the report, 55% of consumers would be more likely to seek out routine care if they had a provider they trust. In addition, consumers said they would be more likely to seek routine care if they had lower out-of-pocket costs (42%), preventive care suggestions from their health plan (41%), more accessible in-network care options (40%), and more information on a provider in order to choose the best option (38%).

According to the survey authors, health plans should take steps to address consumer concerns to ensure retention and gain an understanding of what provider information they value. They should also try to understand which factors will boost trust in the system, and what data is key to driving personalized and inclusive care.

"It's critical for plans to prioritize the data that's available on providers such as price, quality ratings, specialty, and demographics so members can choose a provider that they trust," the authors write. (Lagasse, Healthcare Finance, 12/21; OnePoll/Ribbon Health survey, accessed 12/22)