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BCBSMA Survey Finds Health Care Consumers Want Better Information for Making Doctor and Hospital Choices but Say Such Information is Unavailable

Posted on: Monday, 2 April 2007, 12:00 CDT

Health care consumers are eager for information to help them make more educated decisions when they choose doctors and hospitals, but say the kind of relevant information they seek is not currently available, according to a survey being released today by Blue Cross Blue Shield of Massachusetts (BCBSMA).

The statewide survey of 1,033 Massachusetts adults shows that the desire for access to credible information about doctors and hospitals comes at a time when consumers are keenly aware that problems with quality and safety exist in the health care system. Nearly two out of three surveyed believe medical errors happen often, and one in four report that they have had a personal experience with a medical error.

Against this backdrop, those surveyed believe, however, that they lack relevant information with which to make informed health care decisions. As a consequence, respondents say they spend little time choosing a doctor or hospital, in contrast to the hours or even days they spend purchasing cars or appliances.

The results of the survey will be presented today at a conference sponsored by BCBSMA and the health care policy journal Inquiry that will bring together local and national leaders to explore the critical elements for delivering high performance health care.

"This survey underscores that health care consumers are concerned about quality," said Cleve Killingsworth, BCBSMA's President and Chief Executive Officer. "They want to make educated choices when they select a doctor or hospital, but need more and better information to be able to do that."

Those surveyed report that they often face decisions about selecting a doctor or hospital. Most had chosen a doctor or hospital within the last five years, either for themselves or a child, spouse or parent, and 70 percent report that they or a family member had a medical procedure at a hospital during that time period.

The survey showed that there is strong interest in having access to information about both doctors and hospitals. In choosing a doctor, experience is the most important consideration. Fully 79 percent of those surveyed say that information about a doctor's experience in treating a specific medical condition would be very important in helping them make a choice. Information about the personal experiences patients had with a particular doctor ranks next.

In choosing a hospital, four out of five surveyed (80 percent) say that having information about a hospital's infection rate would be very important to them the next time they choose a hospital, with information about the results experienced by patients ranking next.

Despite a strong desire for access to information concerning doctors and hospitals -- and a high degree of awareness about medical errors and other issues involving quality and safety -- most surveyed do not believe such data are available. Only half believed that information comparing the quality, safety and effectiveness of different hospitals is available to the public. Notably, those surveyed say that information about doctors is most difficult to find; less than half believe they have access to useful data to help them make educated choices when they select a doctor.

Given the dearth of information for making health care decisions, most surveyed say they spend little time choosing a doctor or hospital, usually no more than an hour or two, and often rely on recommendations from others, including family and friends. Nearly six in 10 (58 percent) spent less than two hours the last time they chose a hospital, with 40 percent making their choice in only a few minutes. Similarly, 55 percent chose their doctor in less than two hours, with 30 percent saying they spent only a few minutes making their decision.

In sharp contrast, when they make other consumer choices such as purchasing cars or appliances, those surveyed often conduct extensive research, making lists of what they want, comparing quality and performance data, and searching the Internet for information. A large majority of those surveyed say it is very easy to find information about cars, trucks or appliances.

"Consumers want and need credible information to make health care choices," said Andrew Dreyfus, BCBSMA's Executive Vice President of Health Care Services. "Unfortunately, there is very limited information available to guide these critical decisions. As a community, we must do more to ensure that useful, objective information is available so consumers can make informed decisions about their health care."

The survey was conducted by KRC Research. Interviews were conducted by telephone from March 5 -- 12, 2007 among a randomly selected sample of 1,003 Massachusetts adults ages 18 years and older. The estimated margin of error at a confidence level of 95 percent is +/- 3.1 percentage points overall. The margin of error is slightly higher for results based on subsets of respondents.

Blue Cross Blue Shield of Massachusetts (www.bluecrossma.com) was founded 69 years ago by a group of community-minded business leaders. Today, headquartered in Boston, BCBSMA provides coverage to 3 million members. BCBSMA believes in rewarding doctors and hospitals for delivering safe and effective care, and in empowering patients to take more responsibility, become educated health care consumers and become stronger partners with their doctors. Blue Cross Blue Shield of Massachusetts is an independent licensee of the Blue Cross Blue Shield Association.

Source: Business Wire

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