Customer satisfaction in hospitals drops 5%: report

Andrea Park - Print  | 

Though U.S. consumers grew more satisfied with the health insurance industry in 2019, according to a new report from the American Customer Satisfaction Index, satisfaction in hospitals saw a major drop, making it one of the worst sectors measured.

Of the nine industries measured in the Finance, Insurance and Health Care Report 2018-2019, only health insurance and internet investment services showed improvements in customer satisfaction. Health insurance was given a satisfaction score of 74 out of 100, up nearly 1.5 percent year over year. According to the ACSI, policyholder satisfaction has not been this high in a decade.

Of the major payers, Humana ranked highest in policyholder satisfaction, followed by Kaiser Permanente, Aetna, UnitedHealth, Cigna and Blue Cross and Blue Shield.

Hospital care, meanwhile, saw its satisfaction score drop more than 5 percent to a 72 out of 100, even as ambulatory services stayed stable at a score of 77 for the fourth year in a row. Overall, the Healthcare and Social Assistance sector saw a 2.4 percent drop in satisfaction, for a score of 74.7.

View the full report here.

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