Share these talks and lectures with your colleagues
Invite colleaguesPractice paper
The rising cost of healthcare system complexity, and what can be done about it
Management in Healthcare: A Peer-Reviewed Journal,
6
(4),
311-315
(2022)
Abstract
It is no secret that the US healthcare system is notoriously complex. The numerous product features and options offered by health plans are difficult to understand. Pricing transparency is non-existent. That complexity, in turn, has a detrimental impact on consumers’ access to care, quality of experience and health outcomes. Unfortunately, the problem is getting worse. Consumers are frustrated when trying to determine whether their providers are in the plan’s network, why they got an expensive bill for a routine service they expected to be covered by insurance, or how to decipher unfamiliar language in their insurance policies. Federal and state regulation has ramped up as health benefits offerings have proliferated, further driving complexity, especially for providers and health plans. This paper explores the findings and implications of recent Accenture research that gauged consumers’ understanding of the healthcare system and their ability to navigate it to meet their needs. It also proposes ways to address the complexity of the healthcare system to ease the burden on consumers, payers and providers alike.
Keywords: health literacy; healthcare engagement; patient experience; product innovation; healthcare costs; health insurance products
The full article is available to subscribers to the journal.
Author's Biography
Jean-Pierre Stephan leads Accenture’s Health Customer Engagement Consulting Practice, serving providers, health insurers, pharmacies and pharmacy benefit managers. He helps clients transform their customer and digital experiences across the functions of marketing, product, sales, patient access and service. He is responsible for Accenture’s Consulting resources in this practice and developing industry research, thought leadership, solutions and alliances. JP is passionate about dramatically improving the way individuals experience health and health care. His experiences include more than 20 years of healthcare and customer engagement experience. He helps clients define customer strategies, design differentiated customer experiences, select leading solutions, develop and implement advanced customer capabilities and run digital and customer services. These experiences have included leading large multi-year customer transformations in healthcare to drive growth, loyalty and efficient operations. JP has published over 15 thought leadership pieces on customer engagement and digital health, frequently presents at industry conferences and has been quoted in various media publications, such as the Harvard Business Review, Forbes, Modern Healthcare and Health Leaders. He is actively involved with local and national non-profit organisations benefiting health and children’s causes.
Citation
Stephan, Jean-Pierre (2022, June 1). The rising cost of healthcare system complexity, and what can be done about it. In the Management in Healthcare: A Peer-Reviewed Journal, Volume 6, Issue 4. https://doi.org/10.69554/TDFF5092.
© Henry Stewart
Publications LLP
Publications LLP