Dissatisfaction and Disenrollment in a Subsidized Managed Care Program

Abstract

We studied members of the subsidized Basic Health Plan (BHP)from four managed health care organizations (MHCO). We compared low-income enrollees' and disenrollees' satisfaction with benefits, membership, and care from their MHCOs. Enrollees disenrolled primarily because they became insured through an employer, their income increased, or they moved out of the area. These disenrollees were less satisfied overall and with the amount of premiums and the total amount of medical costs covered. Disenrollees were also less satisfied with the ease and convenience of obtaining care, availability of phone advice, and quality of care. Disenrollees were more likely to be employed or to have a family member in fair or poor health. Satisfaction was high with MHCOs, although it varied considerably by site, particularly with ability to select doctors. Respondents reported affordability the most desired feature and lack of prescription coverage the least desired feature. Overall, disenrollment was not associated highly with dissatisfaction.