Xu Wendy Yi, Raver Eli Wei, Elton Thomas, Davis Marisa, Haeder Simon F
Division of Health Services Management and Policy, College of Public Health, The Ohio State University, 1841 Neil Ave, Cunz Hall 208, Columbus, OH 43210-1132. Email:
Am J Manag Care. 2024 Dec;30(12):660-666. doi: 10.37765/ajmc.2024.89638.
The question of what providers one has access to under their insurance coverage is crucial for patients in managed care. This study sought to examine information displayed in online provider directories and whether this information matched consumer preferences.
A national survey (N = 4007) paired with an analysis of online provider network directories.
We conducted a quantitative content analysis of online provider directories from March 1 to May 30, 2023. A national survey of American adults was fielded from June 30 to July 2, 2023, to gauge preferences for information displayed in provider directories. Preferences and perceived importance of information elements that should be displayed in provider directories were contrasted with the data elements displayed in directories.
We found that provider directories showed wide variations with regard to information displayed and in the amount of navigation required by patients. There were widespread instances of disconnect between patient preferences and data availability. Important data items related to care access and provider quality that were preferred by consumers were not universally presented in directories, such as availability of telemedicine (23% presented), information about office hours (58%), and disability access (59%). Approximately 7% of directories did not indicate whether a provider was accepting new patients, despite the requirement under the No Surprises Act to display such information. Further, certain marginalized populations may find it especially challenging to acquire information about providers.
Lack of attention to usability in provider directories may hinder the national goal of ensuring care accessibility for all.
对于参加管理式医疗的患者而言，在其保险范围内能够获得哪些医疗服务提供者至关重要。本研究旨在调查在线医疗服务提供者名录中显示的信息，以及这些信息是否符合消费者的偏好。
一项全国性调查（N = 4007），并对在线医疗服务提供者网络名录进行分析。
我们对2023年3月1日至5月30日期间的在线医疗服务提供者名录进行了定量内容分析。2023年6月30日至7月2日对美国成年人进行了一项全国性调查，以评估对医疗服务提供者名录中显示信息的偏好。将医疗服务提供者名录中应显示的信息元素的偏好和感知重要性与名录中显示的数据元素进行对比。
我们发现，医疗服务提供者名录在显示的信息以及患者所需的导航量方面存在很大差异。患者偏好与数据可用性之间普遍存在脱节情况。消费者偏好的与医疗服务获取和提供者质量相关的重要数据项在名录中并未普遍呈现，例如远程医疗的可用性（23%呈现）、办公时间信息（58%）以及残疾人通道信息（59%）。尽管《无意外法案》要求显示此类信息，但约7%的名录未表明提供者是否正在接受新患者。此外，某些边缘化人群可能会发现获取提供者信息特别具有挑战性。
医疗服务提供者名录中对可用性缺乏关注可能会阻碍确保全民获得医疗服务的国家目标。
