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Survey Examines What Patients Think of Major Vision Plan Providers

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J.D. Power released a new report.

J.D. Power has published its 2017 Vision Plan Satisfaction Report, which measures customer satisfaction with vision plan providers based on five factors (in order of importance): coverage, cost, communications, customer service and reimbursement.

Overall satisfaction among vision plan members increased to 757 on a 1,000-point scale, the highest level in the four years the study has been conducted. That’s a result of better coverage plans, costs and increased customer communication, according to the report.

“Vision plans have embraced the challenges that accompany a more customer-focused healthcare market,” said Rick Johnson, director of the healthcare practice at J.D. Power. “Improvements in communication are crucial in helping members better understand the value they are receiving, as well as how to use their plans.”

Key findings of the study:

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  • Satisfaction improves: Overall satisfaction among vision plan members increases to 757 in 2017 from 753 in 2016. Overall satisfaction was 707 in 2015 and 709 in 2014.
  • Satisfied members get the word out: Nearly nine in 10 (87 percent) satisfied vision plan members, with overall satisfaction scores above 900, say they “definitely will” recommend the provider to others, compared with the report average of 38 percent.
  • Satisfied members are loyal: Given the choice, more than nine in 10 (93 percent) of satisfied members say they “definitely will” select the same vision plan provider, compared with the report average of 38 percent.
 

UHC/Optum ranks highest customer satisfaction with vision plan insurers at 780, performing particularly well in the areas of coverage, cost, communication and customer service, according to the report. Highmark/Davis Vision/HM Insurance and Eyemed tie for second (765).

The 2017 Vision Plan Satisfaction Report is based on responses from more than 1,300 vision plan members. The study was fielded in October 2017.

Providers included were Highmark/Davis Vision/HM Insurance, Eyemed, UHC/Optum and VSP.

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