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Who We Help
Health Care Case Study
Health Care Research
- Many of the major stakeholders in health care rely on American Viewpoint to conduct strategic research. Since 1991, we have conducted hundreds of studies in health policy, health communications, member and provider satisfaction and product development.
- We have extensive knowledge and experience regarding health issues, policies, programs and challenges, and offer a uniquely broad perspective from a research consulting firm. Our studies have helped clients assess the legislative environment, launch new products, gauge the impact of changes in benefits, and develop strategies to succeed in the constantly changing health policy environment.
- Our clients have included the Advisory Council on Social Security, the American Medical Association, the BlueCross and BlueShield Association, the Centers for Medicare and Medicaid Studies, the Federation of American Hospitals, the Pharmaceutical Research and Manufacturers of America, the American Hospital Association, Pfizer, the Healthcare Leadership Council, the Alliance to Improve Medicare, and many others.
- Our data have been presented to Members of Congress, the White House, the Office of Personnel Management, and the national press. Our clients have utilized our survey research, focus groups, and audience response dial testing research for program assessment and strategic planning in the following areas:
Health Insurance
We have extensive experience in conducting research relating to health insurance issues and our studies have examined almost every aspect of the process including:
- Member Satisfaction
- Provider Satisfaction
- Benefit Development
- New Product Development, Classification and Positioning
- Website Development
- Opinion Leader Assessment
- Brand Perception
- Medicare Reform
- Medigap Insurance
- Small-business health insurance issues
- Health Savings Accounts
- High-Deductible Health Plans
- Supplemental Dental Insurance
- Supplemental Vision Insurance
- Care Coordination/Disease Management
- Health Insurance Migration
- Federal Employee Health Benefits Program Research
Health Public Policy
American Viewpoint research has been at the forefront of the health policy debate on topics such as:
- Likelihood of enrollment in Medicare Prescription Drug Plans
- Satisfaction with Medicare Prescription Drug Plans
- Medicare reimbursement rates
- Legislative initiatives in health care
- Consumer-Driven Health Care
- Health Insurance Satisfaction
- Medical Liability
- FDA Regulation
- Association Health Plans
- Electronic Medical Records/Privacy Issues
- Access to Care
- Medicaid Issues
- Employer-based Health Insurance
Hospital Issues
- Hospital Experience Satisfaction
- Medicare Reimbursement
- Quality Assessments
- Uninsured Access
- Information Technology
- Brand Perceptions
Medicare Research
Medicare and Medicare Modernization Act Research Experience
- We have conducted national studies that examined issues relating to Medicare, the Medicare Modernization Act and the new prescription drug program on behalf of the Health Care Leadership Council, the Alliance to Improve Medicare and other clients. This work has gathered data on attitudes and perceptions that have helped guide public and private efforts to increase awareness of and enrollment in the Medicare drug benefit.
- In September 2004, we conducted a national study of those age 55 and older that found that fewer than half had seen, read, or heard anything about the Medicare Modernization Act - and that only one in five had at least a fair amount of knowledge about the benefits covered under the new law. This survey assessed enrollment and satisfaction with the Medicare prescription drug discount card and likelihood of enrolling in the prescription drug program.
- The data indicate that an information campaign is needed to increase the likelihood of enrolling - and can succeed by increasing awareness and knowledge about benefits.
- Indeed, after the benefits were assessed through the questions in this survey, approval of the Medicare Modernization Act jumped 26% - from 35% to 61%.
- A near majority (49%) was part of a persuadable group - those who approve of the new law only after the benefits are explained to them. Although this group looks much like the total population, it is even more female (60%), slightly lower income, and slightly more concentrated in suburbs and medium-sized towns.
- This research indicates that an education campaign should emphasize the benefits under the Act; stressing the preventive care benefits and seeking to clarify and simplify the description of the way the prescription drug benefit works.
Congressional Debate on Medicare Drug Benefits
- In the early stages of debate over the prescription drug benefits bill, the Federation of American Hospitals decided to take an active role in helping Congress develop benefits and turned to American Viewpoint to assist in these efforts. Through a series of focus groups and surveys, American Viewpoint examined what seniors and pre-seniors wanted in a prescription drug benefit, what they would not accept and what was missing from proposed plans. Moreover, American Viewpoint examined the salience of the issue and explored different approaches to a benefit with the general voting population.
- American Viewpoint's research indicated that the most important aspect of a plan was for seniors to have the option to keep the coverage they currently have, and not have to change to a private provider system. Survey research helped determine specific levels to narrow the so-called "donut hole" and helped the House and Senate leadership come to a compromise on the eventual bill specifications.
- FAH used this data to lobby congressional and administration officials to pass this bill, and these data were used to urge those more hesitant to support the legislation to support it due to its resonance with voters. Our credibility and reputation with both the White House and congressional leadership proved valuable when presenting this data because the data were trusted and explained from both a political and policy perspective.
Health Program Evaluation
Federal Employee Health Benefits Program Research
- For the past eight years, we have been an integral part of ongoing research efforts for a key participant in the Federal Employee Health Benefits Program.
Projects have included:
- Member Satisfaction Research - approximately 24,000 interviews per year as well as qualitative focus groups and audience response dial testing;
- Benefit Development research - surveys, focus groups and dial testing;
- New product development, classification and positioning;
- Program migration research;
- Explanation of Benefits redesign;
- Website redesign;
- Satisfaction assessments of several programs including vision, vitamin, pharmacy, Information Center, and advice nurse dial-in programs. These projects have consisted of quantitative research, qualitative research, and audience response dial testing;
- This experience has provided us with an in-depth understanding of federal health issues and processes as well as those involving the Office of Personnel Management. We have also developed a keen understanding and appreciation for issues relating to the Federal Employees Health Benefits Program population. This experience is invaluable in designing and implementing health-related questionnaires, sample plans, and interviewing methodologies.
Audience-Response Dial Testing in Health Care
Our dial testing research was a key tool in the development of a major new insurance plan in the Federal Employee Health Benefits Program.
This research tested key product elements to attract target populations and identify barriers to an enrollment decision; compared the new product to existing product models; assessed price points; aided in the design of marketing materials; assisted with product naming and positioning; tested assumptions relating to the appeal of the new product with specific market segments and provided accurate estimates of initial enrollment levels.
We have also implemented large-scale audience-response dial tests to compare various product designs (e.g. client vs. competitor and alternative approaches), test high-deductible health plan models and test other benefit development issues.
Member and Provider Satisfaction Studies
We have particular expertise in member and provider satisfaction research. The most salient example of this experience is our successful track record in conducting a number of multi-year satisfaction tracking su
rveys for a major health insurer.
These are large-scale studies, encompassing up to 36,000 interviews per year. The research explores a comprehensive list of topics affecting members and providers.
Our analysis not only monitors satisfaction levels, but identifies key drivers of satisfaction and explores many aspects of the member and provider experience, including access to care, the accuracy and timeliness of claims processing, eligibility, customer service and other variables.
Competitor Research
Our competitor research obtains competitor benchmarks, compares competitor and client performance, and gauges how emerging industry trends are affecting the provider community.
Specifically, we test areas such as overall satisfaction and also assess satisfaction with access to care, claims handling, claims status, problem claims resolution and satisfaction with customer service.
This research is also designed to identify problem areas that require improvement and identify and test emerging issues in the marketplace.
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