Medicare Advantage Member Satisfaction Soars, Mental Health Coverage Lags

Medicare Advantage member satisfaction increased in 2022, but coverage for mental health and substance use disorder services is lagging, according to the JD Power 2022 US Medicare Advantage Study.

The study reflects responses from 3,094 Medicare Advantage members across the country. Researchers gathered responses between May and July 2022.

Overall member satisfaction with Medicare Advantage plans in 2022 was 809 on a 1,000-point scale. This marks a 3-point increase from 2021 and a 15-point increase over the last five years.

The study measures member satisfaction based on six plan factors: coverage and benefits, provider choice, cost, customer service, information and communication, and billing and payment.

The highest-ranking Medicare Advantage plan for overall satisfaction was Kaiser Foundation Health Plan, with a score of 844. Humana ranked second with a score of 824 and Highmark was third with an 811.

“Medicare Advantage plans have recognized that the key to improved patient outcomes is building engagement with members, encouraging the use of preventive health services, and fostering great relationships with primary care providers who are leading overall care coordination,” Christopher Lis, managing director of global healthcare intelligence at JD Power, said in the press release.

While member satisfaction was up, the study found that Medicare Advantage plans are falling short of providing adequate coverage for mental health and substance use disorder services.

Only 38 percent of Medicare Advantage members said they have enough coverage for mental health treatment, compared to 39 percent in 2021. Even fewer members (27 percent) reported having enough coverage for substance use disorder services.

“With an estimated 1.7 million Medicare beneficiaries living with a diagnosed substance use disorder and one in four Medicare beneficiaries living with a mental health condition, there is a big opportunity for Medicare Advantage plans to support more patients and families in need,” Lis added.

Increasing member education surrounding mental health benefits may also improve care for those who know coverage is available but are unsure of which services and medications are covered, according to Lis.

Meanwhile, 91 percent of members said they had enough coverage for routine diagnostics and 89 percent said the same for preventive and wellness services.

Other notable study findings related to telemedicine use. The share of Medicare Advantage members who used telemedicine during 2022 dropped to 24 percent compared to 35 percent in 2021. However, 48 percent of those who used the care modality said they are very likely to use it again, a metric that increased five percentage points from last year.

The study also included insight into health plan portal use. Most Medicare Advantage members (82 percent) were registered for their health plan’s member portal, signifying a four-percentage point increase from 2021. But 14 percent of members registered for the portal but never logged in.

Member satisfaction scores were significantly higher at 823 when members registered and logged in to the portal than when members neither registered nor logged in (751).

Last year’s JD Power Medicare Advantage study reinforced that member engagement is critical to member satisfaction. Members who did not engage with their health plans reported lower overall satisfaction scores than members who did engage with their plans.

The latest study from JD Power aligns with recent findings from an eHealth survey, which revealed that 88 percent of Medicare Advantage members were satisfied with their coverage.

Medicare Advantage enrollment increased in 2022 while out-of-pocket spending and premiums decreased, according to data from Better Medicare Alliance.