Insider News: Feb. 27, 2020

This week in Insider News, we're sharing what employers want from their broker, examples of the positive impact wellness can have on retention, AI's impact on health care, and how personalization could encourage people to see their provider more often.

Employers want brokers to provide more transparency services, survey finds

In a DirectPath survey of health insurance brokers, 83% of respondents said clients rely on them to help control health costs, compared with 66% last year. 84% reported a moderate to high demand for transparency services, compared with 74% in 2019. The survey showed 45% of brokers said clients rely on them to help employees with benefit choices and 59% indicated employers want them to help develop communications materials.

Investment in wellness can help small businesses retain staff

Small businesses around the country are seeing success with wellness programs and health stipends as a way to retain talented employees.

Some highlighted examples include:

• A PR firm that has only lost two staffers five years, which they attribute to their $100 a month stipend for anything wellness-related.
• An advertising company that implemented step challenges and successfully improved absenteeism and office morale.
• A specialty coffee shop that offers monthly massages for baristas to offset physical and mental stress. 

Artificial intelligence will continue to drive improvements to efficiency and patient experience in the health care industry

A recent study by KPMG highlighted the achievements and challenges brought on by artificial intelligence across five industries, including health care. The study asked insiders representing each industry viewed the future of AI.

Findings include:

• 53% say the health care industry is ahead of most others in AI adoption, but at the same time 37% of health care executives believe they are implementing AI too slowly
• 89% say AI is already creating efficiencies in health care systems
• 91% believe it increases patient access to care
• Other areas where respondents say AI can improve are patient diagnosis, process automation, records management, and biometric-related applications.

Patients would visit providers more often if the experience was more personalized

A survey of consumers reveals nearly half feel they're not receiving a holistic experience from their health care provider. Consumers increasingly expect their experience with health care organizations to be personalized and seamless, allowing them to access the information they need when they need it. However, most consumers (71%) report facing major frustrations throughout the experience - including long wait times, impersonal visits, a confusing process and trouble when scheduling an appointment. Additional insights from the survey include:

• Over half would rather endure a typically frustrating experience - such as waiting at the DMV or going to jury duty - than deal with a health insurance issue.
• 58% prefer their health care interactions to be digital.
• More than half (54%) of consumers feel their providers and insurers don't have the contextual information needed to personalize health care recommendations.
• 61% would visit their provider more often if the communication experience felt more personalized.