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2010 Payor Survey Results

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  • 1. ! 2010 National Payor Survey 03 . 12 . 2010
  • 2. 2010 Payor Survey Results
  • 3. Methodology  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Survey implemented by nationally recognized research firm - Fabrizio, McLaughlin, and Associates. Interviews were completed with a combination of traditional phone survey interviews and online through a web survey host portal. Respondents were screened to ensure they were responsible for negotiating contracts with major health plans. Potential respondents were contacted through email, U.S. postal mail, fax and/or telephone and asked to complete the survey on an anonymous basis. Respondents from all 50 states completed the survey. Data was collected from January 27 through February 26, 2010. 225 interview respondents representing 24% of all hospitals in the U.S. (up from 18% of hospitals last year). The number of individual participants increased 41% from last year.
  • 4. Payors  Under  Contract  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Which of the following major health plans do you negotiate contracts with? Please select ALL health plans that you negotiate with. United 93% Aetna 91% CIGNA 89% Coventry 69% Humana 74% Independent BCBS 72% WellPoint/Anthem 48%
  • 5. Coordinated  Hospital/  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Physician  Nego8a8ons Do you currently negotiate contracts with major health plans for hospitals, physician groups, or both? Physician 5% Hospital Both 29% 66%
  • 6. Biggest  Payor  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Which of the major health plans that you negotiate contracts with would you say is your BIGGEST payor – the one that you do the most business with? Independent Blue Cross 52% WellPoint/Anthem 37% Humana 1% Coventry 1% United 9%
  • 7. Second  Biggest  Payor  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Humana 6% Coventry 2% CIGNA 9% Aetna United 8% 49% Other 11% Independent Blue Cross WellPoint 10% /Anthem 4%
  • 8. Combined  Top  Two  Payors  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Independent Blue Cross 58% United 56% WellPoint/Anthem 38% CIGNA 10% Aetna 9% Humana 8% Coventry 3%
  • 9. Priori8es  for  2010  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Thinking about your health plan contracting priorities over the next year, please rank each of the following issues in the order of importance to your organization’s success. 1 is most important and 8 is least important. Increase rate with largest payor 2.90 (4% more important than 2009) Increase rates with 2nd and 3rd largest payors 3.70 Better claims processing and payments 4.00 (38% more important than 2009) Better rates for physician groups 4.80 Better reimbursement for carve-outs 5.00 (4% more important than 2009) Shifting market share away from one payor 5.10 Better contract language with largest payor 5.40 (11% more important than 2009) Better Medicare Advantage rates 5.70
  • 10. Payor  Image  and  Reputa8on  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Aetna -27% 68% CIGNA -28% 65% Independent BCBS -25% 52% Humana -29% 49% Coventry -34% 40% WellPoint/Anthem -31% 29% 1 : 1 NEGATIVE United -65% 32% 2 : 1 NEGATIVE BIG IMPROVEMENT FOR UNITED - 2009 WAS 82/16 (5:1 NEGATIVE)
  • 11. United  Image  and  Reputa8on  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         TOP NEGATIVE WORDS USED BY HOSPITALS 17% 15% 13% 13% 8% Bad/Negative Inflexible/Rigid/Unreasonable Challenging Deceptive/Dishonest/Unethical Aggressive/Bully TOP POSITIVE WORDS USED BY HOSPITALS 11% 2% 2% 1% Good/Fine Prompt Convenient/Easy Professional
  • 12. WellPoint/Anthem  Image    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         and  Reputa8on TOP NEGATIVE WORDS USED BY HOSPITALS 9% 8% 5% 5% 3% Challening/Difficult/Tough Bad/Negative Inflexible/Rigid/Unreasonable Agggressive/Bully Deceptive/Dishonest TOP POSITIVE WORDS USED BY HOSPITALS 5% 2% 1% 1% Good/Fine Consistent/Straightforward Convenient/Easy Cooperative/Flexible
  • 13. Coventry  Image  and  Reputa8on  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         TOP NEGATIVE WORDS USED BY HOSPITALS 16% 6% 6% 6% 5% Bad/Negative Challenging/Difficult Inflexible/Rigid Non-responsive/Slow Disorganized TOP POSITIVE WORDS USED BY HOSPITALS 9% 4% 1% 1% Good/Fine Cooperative/Flexible Responsive/Accessible Consistent/Easy
  • 14. Aetna  Image  and  Reputa8on  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         TOP NEGATIVE WORDS USED BY HOSPITALS 11% 8% 7% 4% 2% Bad/Negative Non-responsive/Slow Challenging/Difficult Inflexible/Rigid Aggressive/Bully TOP POSITIVE WORDS USED BY HOSPITALS 16% 7% 6% 4% Good/Fine Cooperative/Flexible Responsive/Accessible Prompt/Quick/Efficient
  • 15. CIGNA  Image  and  Reputa8on  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         TOP NEGATIVE WORDS USED BY HOSPITALS 14% 8% 8% 4% 4% Bad/Negative Challenging/Difficult Non-responsive/Slow Incompetent/Inaccurate Inflexible/Rigid TOP POSITIVE WORDS USED BY HOSPITALS 8% 5% 3% 3% Good/Fine Cooperative/Flexible Responsive/Accessible Convenient/Easy
  • 16. Humana  Image  and  Reputa8on  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         TOP NEGATIVE WORDS USED BY HOSPITALS 10% 7% 5% 4% 2% Bad/Negative Challenging/Difficult Non-responsive/Slow Inflexible/Rigid Incompetent/Inaccurate TOP POSITIVE WORDS USED BY HOSPITALS 12% 5% 4% 2% Good/Fine Responsive/Accessible Cooperative/Flexible Convenient/Easy
  • 17. Independent  Blue  Cross  Image    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         and  Reputa8on TOP NEGATIVE WORDS USED BY HOSPITALS 12% 10% 8% 5% 4% Challenging/Difficult/Tough Bad/Negative Inflexible/Rigid Arrogant Aggressive/Bully TOP POSITIVE WORDS USED BY HOSPITALS 10% 6% 3% 2% Good/Fine Cooperative/Flexible Consistent/Straightforward Responsive/Accessible
  • 18. Best/Worst  for  Hospital    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Payment  Rates WORST BEST Aetna -4% 20% Cigna -3% 19% Independent BCBS -21% 13% Humana -12% 8% Coventry -2% 15% WellPoint/Anthem -18% 4% -8% United -28% 9% +7% Other -12% 13%
  • 19. Best/Worst  for  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Physician  Payment  Rates WORST BEST Aetna -9% 16% Cigna -4% 14% Independent BCBS -18% 15% Humana -9% 8% Coventry -4% 12% WellPoint/Anthem -16% 5% United -28% 10% Other -11% 20%
  • 20. Posi8ve/Nega8ve  Ra8ngs:  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Physician  Payment  Rates WORST BEST Aetna -9% 16% Cigna -4% 14% Independent BCBS -18% 15% Humana -9% 8% Coventry -4% 12% WellPoint/Anthem -16% 5% United -28% 10% Other -11% 20%
  • 21. Posi8ve/Nega8ve  Ra8ngs:  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Dealing  with  Hospitals NEGATIVE POSITIVE Aetna -36% 35% Cigna -41% 23% Independent BCBS -43% 23% Humana -33% 23% Coventry -45% 17% WellPoint/Anthem -37% 11% United -70% 19% Other -11% 20%
  • 22. Best/Worst  for  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Dealing  with  Hospitals WORST BEST Aetna -5% 23% Cigna -7% 17% Independent BCBS -13% 25% Humana -5% 10% Coventry -5% 3% WellPoint/Anthem -13% 7% -5% United -52% 7% +13% Other -1% 8%
  • 23. Best/Worst  for  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Dealing  with  Physicians WORST BEST Aetna -6% 23% Cigna -7% 14% Independent BCBS -10% 24% Humana -6% 11% Coventry -2% 4% WellPoint/Anthem -13% 8% United -52% 7% Other -4% 11%
  • 24. Best/Worst  for  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Paying  Hospital  Claims  Promptly WORST BEST Aetna -6% 16% Cigna -11% 10% Independent BCBS -12% 34% Humana -7% 8% Coventry -11% 2% WellPoint/Anthem -12% 13% United -34% 9% Other -7% 8%
  • 25. Best/Worst  for  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Administering  Hospital  Contract WORST BEST Aetna -8% 22% Cigna -11% 13% Independent BCBS -11% 29% Humana -9% 8% Coventry -8% 2% WellPoint/Anthem -11% 9% United -36% 9% Other -7% 7%
  • 26. Best/Worst  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Biggest  Payors  Only Contract #1 #2 Worst Negotiations Independent WellPoint/ Easy to Deal With United BCBS Anthem Independent WellPoint/ Reimbursement Rates United BCBS Anthem Independent WellPoint/ Honesty and Candor United BCBS Anthem Independent WellPoint/ Timeliness and Responsiveness United BCBS Anthem Independent WellPoint/ Processing and Paying Claims United BCBS Anthem Independent WellPoint/ Fewest Claims Denials United BCBS Anthem Independent WellPoint/ Fixing Claims United BCBS Anthem
  • 27. Health  Reform  and    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Nego8a8ng  Leverage  for  Payors If health reform legislation is eventually passed, will it create MORE OR LESS negotiating leverage for private payors over the next 2-3 years? Less 47% More 35% Don’t Know 17%
  • 28. Health  Reform  and    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Impact  on  Private  Payment  Rates If health reform legislation is eventually passed, will it INCREASE or DECREASE your private payor rates over the next 2-3 years? Increase in Rates 18% Decrease in Rates 67% Don’t Know 16%
  • 29. Reduc8on  in  Uninsured  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Compensa8ng  for  Lower  Rates Do you think that the reduction in the amount of care for the uninsured will make up for any lower private payor rates over the next 2-3 years? Yes 19% No 68% Don’t Know 13%
  • 30. ! 2010 National Consumer Payor Survey 03 . 12 . 2010
  • 31. 2010 Consumer Survey Results
  • 32. Methodology  2010  Na'onal  Consumer  Payor  Survey                                      03  .  12  .  2010         Survey implemented by nationally recognized research firm - Fabrizio, McLaughlin, and Associates. Interviews were completed using a traditional phone survey. Respondents from all 50 states completed the survey. Data was collected from February 24-28, 2010. 800 interviews were conducted across the country with private health plan members.
  • 33. Health  Plan  Members  2010  Na'onal  Consumer  Payor  Survey                                      03  .  12  .  2010         How do you get your health insurance coverage? Employer Individual 71% 29%
  • 34. Payor  Providing  Coverage  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         WellPoint/Anthem 7% United 13% Independent Blue Cross 44% Humana 4% Coventry 1% CIGNA 4% Kaiser 4% Aetna 7% Other 1%
  • 35. Choice  of  Payors  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Were you told which health insurance company you would be covered by or did you have a choice of more than one health insurance company from which you could choose for your coverage? No Choice Choice Available 41% 56% Don’t Know 3%
  • 36. Reputa8on  and  Sa8sfac8on  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Do you have a favorable or unfavorable Generally speaking, are you satisfied or opinion of your current health dissatisfied with your current health insurance plan? insurance plan? Unfavorable 12% Favorable Dissatisfied 57% 14% Satisfied 82% Don’t Know 4% No Opinion 31%
  • 37. Reasons  for  Sa8sfac8on/  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Dissa8sfac8on ONE OR TWO REASONS WHY YOU ARE SATISFIED WITH YOUR CURRENT HEALTH INSURANCE PLAN 33 17 16 15 13 8 8 Good coverage Take care of me Choose my doctor Affordable They pay my bills Low co-pays Good customer service ONE OR TWO REASONS WHY YOU ARE DISSATISFIED WITH YOUR CURRENT HEALTH INSURANCE PLAN 38 34 19 17 9 8 5 I pay too much Poor coverage High deductible High premiums High co-pays Costs more annually Too complicated
  • 38. Your  Health  Plan  is  BeOer    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Because  It’s  Yours Based on what you hear from other people, generally speaking would you say that your heath insurance is better, worse, or about the same as other people’s health insurance plan? 36%    Be:er    6%    Worse 47%    Same 11%    Don’t  Know 6:1 THINK THEIR HEALTH PLAN IS BETTER THAN OTHERS
  • 39. Insurance  Doesn’t  Seem  More    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Difficult  to  Deal  With... Compared to three years ago, would you say that dealing with your health insurance company has gotten easier, more difficult, or stayed about the same? 10%    Easier 14%    More  Difficult 74%    Same 2%        Don’t  Know
  • 40. ...But  Everyone  Else’s  is    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         More  Difficult  to  Deal  With Compared to three years ago, do you think that most people with private health insurance have had an easier time, a more difficult time, or has it stayed about the same when dealing with their health insurance company? 5%        Easier 36%    More  Difficult 38%    Same 21%    Don’t  Know
  • 41. Most  Important  Features  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Network of Doctors 26% Co-Pays 15% Prescription Rx Coverage 14% Out of Pocket Maximum 13% Deductible 9% Network of Hospitals 4% All 10%
  • 42. Picking  Sides  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         All other things being equal, if there were a dispute between a health insurance company and a local hospital, which would you be MOST likely to side with? Local hospital 42% Health plan 25% Don’t Know 33%
  • 43. Picking  Sides  When    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         It’s    Your  Own  Plan All other things being equal, if there were a dispute between a health insurance company and a local hospital, which would you be MOST likely to side with? Health plan 33% Local hospital 39% (+8%) (-­‐3%) Don’t Know 28% (-­‐5%)
  • 44. Picking  Sides  When    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Your  Choice  Really  MaOers If your favorite hospital were not available or a part of your health insurance plan, would that make you choose another health plan? Local hospital 42% Health plan 25% 43 44 49 Choose  another  plan Not  choose  another  plan Don’t Know No  impact  on  plan  choice 33% Don’t  know
  • 45. Increasing  Premiums  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         Which of the following is MOST responsible for the increasing cost of health insurance premiums? Lawsuits 25% Insurance companies 21% Government 15% Drug companies 9% Hospitals 6% Doctors 5% All of the above 9% Don’t know 9%
  • 46. Health  Reform  and    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         the  Public  Op8on Would you favor or oppose having the government create a new government health insurance plan to compete with private health insurance plans? Favor 40% Oppose 51% Don’t Know 9% PEOPLE WHO ARE STRONGLY OPPOSED OUTNUMBER STRONGLY FAVOR BY 2:1 MARGIN
  • 47. Health  Reform  and    2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         the  MLR  Minimum Would you favor or oppose requiring health insurance companies to spend a certain percentage of every premium dollar on actual care, rather than profit or bureaucracy? Oppose Favor 20% 64% Don’t Know 16%
  • 48. Priori8es  for  2010  2010  Na'onal  Payor  Survey                                      03  .  12  .  2010         For each statement I’d like you to rate how accurately that statement describes health insurance companies in general. The statements will be ranked on a scale of 1 to 10 with 1 meaning the statement is not at all accurate and 10 meaning the statement is extremely accurate. Motivated solely by profits 6.7 Willing to cut corners on patient care 6.1 Deny claims to avoid paying medical bills 6.0 Refuse new or experimental treatments 6.0