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Sachs Names Health Plans To 'Honor Roll'

MANAGED CARE June 1998. © MediMedia USA
News and Commentary

Sachs Names Health Plans To 'Honor Roll'

MANAGED CARE June 1998. ©1998 Stezzi Communications

There are many ways to rank health plans. The Sachs Group, which thinks loyalty and satisfaction with member services tell a lot about a health plan, issued its third annual HMO Honor Roll, singling out plans for these attributes.

Sachs surveyed 97,000 consumers in 30 markets. Consumer loyalty, Sachs says, is important to a health plan's long- term viability. Sachs found that member services had the greatest influence on loyalty. Network access and medical management had less effect. The office-visit experience had no bearing on loyalty to an HMO.

For health plans, the findings are good news, because member services — claims handling, benefit explanation and so on --are areas HMOs can control. It also means members distinguish between loyalty to health plans and loyalty to physicians.

Those making the honor roll were tops in their markets in subscriber loyalty and satisfaction with member services.

Sachs Group's third annual HMO Honor Roll

Market Plan name
Boston Harvard Pilgrim Health Care
Cincinnati ChoiceCare Health Plans
Denver Kaiser Permanente-Colorado
Los Angeles Kaiser Permanente-California
Miami Blue Cross Blue Shield of Florida
Prudential HealthCare-South Florida
New York Physicians Health Services
Portland Kaiser Permanente-Northwest
Sacramento Kaiser Permanente-California
San Diego Kaiser Permanente-California
San Francisco Kaiser Permanente-California
Tampa Cigna HealthCare of Florida
Washington Kaiser Permanente-Mid-Atlantic
Prudential HealthCare-Mid-Atlantic
SOURCE: SACHS GROUP, EVANSTON, ILL., 1998

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