Customer experience is slipping in healthcare

According to a recent study done by PwC, customer service in the hospital healthcare industry is down.  This is an alarming trend in an industry with an increasingly empowered consumer.

Consumers are now used to Googling services and goods before purchase:  this may mean looking at reviews of a toy before purchasing on Amazon or looking at Yelp reviews before going to the newest trendy restaurant.  Healthcare will be next.

Consumers are now beginning to search for scores and reviews when making healthcare decisions.  Although there is no trusted source for reviews for this industry currently, this is prompting healthcare providers to increase patient satisfaction (which is a good thing).  In the end, a more competitive environment should lead to better patient outcomes, hopefully reversing this trend in customer service in the healthcare industry.

Happy Healthy New Year: Day 1 of Obamacare

Happy New Year, everyone!

January 1st, 2014 is the day that the ACA (Obamacare) officially begins.  Here are a few things that go into affect today:

• Am I covered? Consumers will find out if they are enrolled in the plans they initially signed up for through the ACA website.    
• Expanded Medicaid:  25 of the 50 states will expand their Medicaid program at this time.  The rest of the states can decide to expand their program at any time.  
• Final Consumer Protections Kick In: Insurers will no longer be allowed to discriminate against customers with pre-existing conditions.
• Individual Mandates begin to Kick In:  Consumers must register for some sort of health insurance in the first 3 months of 2014 or pay a fine when filing their tax return.

More information about key dates to watch for in 2014 can be found at this link.