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%
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%
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
