The Financial Case for a Frictionless Experience

People expect a frictionless experience, especially in health care. Yet, despite spending millions of dollars on experience improvements, plans still lag behind because they aren’t investing in things that matter the most for member satisfaction and costly care use.

In our 2019 health care experience survey, we asked over 3,000 individuals about the frictions they experienced while getting care to see which ones impacted costly care use or retention.

View this presentation for case studies and key survey insights on where in the customer journey plans should invest to improve satisfaction and lower medical spend.

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More from the Health Plan Advisory Council

Video: Learn more about L.A. Care’s approach to Social Determinants of Health

Determining how to tackle social determinants of health is not a simple undertaking. They are numerous and vast, each can be tackled in many different ways, and resources are limited. Check out LA Care’s story in this quick video.

Do your members see you as a trusted source of information?

Although health plans have a wealth of insight that could help members better navigate the health care system, many of them are not interested. The truth is that many members don’t trust their health plans. Learn why here.

Home page: More about the Health Plan Advisory Council

Real world tactics and strategic guidance health plans need to solve their current challenges and make smart investments for the future. Check us out at

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