Presented by Aon Hewitt, National Business Group on Health and Kantar Futures

New Perspectives. New Experiences.

With all the complexities of the U.S. health care system, people consuming health care services continue to find it challenging to navigate.

The study explores the health attitudes, motivators, and preferences of consumers across the U.S.— particularly employees and their dependents as they interact with their employer-sponsored health plans, wellness programs, and the broader health landscape. The study is based on the results of a comprehensive online survey administered in the U.S. by The Futures Company. A representative group of 2,320 consumers completed it.

This report captures the key findings of the study, including insights into questions employers often ask about employees and their dependents, such as:

  • What works? What programs, resources, and tactics can help us more effectively engage people in their health care decisions?
  • What sidetracks? What gets in the way of individuals taking a more active role in their health and health care?
  • Who’s unique? How can we reach key workforce groups like Millennials who have different perspectives?

Along with our findings about the consumer health mindset, we recommend practical actions you can take to meet consumers where they are and guide them in navigating health care more effectively.

The Anatomy of a Savvy Health Consumer

In this report, we talk about helping employees and their family members become better health care consumers—even downright savvy ones. But what does a savvy health care consumer look like?

Savvy consumers regularly exhibit these four behaviors:

  • Seek. They research health topics and health plan features, and use available tools and other resources to make day-to-day decisions about health insurance and care.
  • Engage. They ask good questions and challenge direction appropriately. For example, they talk intelligently and confidently with providers about tests, treatment options, brand versus generic prescriptions, and new ways to manage symptoms and conditions.
  • Compare. They carefully look at their options and choose well. For example, they avoid the ER when not necessary, seek procedures like imaging scans at the most cost-effective locations, and take advantage of options like virtual office visits and telephonic nurse lines.
  • Choose. They regularly strive to take care of themselves through a balanced diet, regular exercise, adequate sleep, and positive social connections. They don’t do it perfectly, but they are conscientious about making the best choices they can in the midst of everyday realities.