Harris Poll Indicates Americans Think More Highly of Hospitals than of HMOs
Most Americans believe that hospitals do a "good job of serving their consumers," but only one-third believe that managed care organizations do a good job, according to a Harris Poll released June 19. HarrisInteractive researchers interviewed 1,026 adults by telephone between May 22 and May 28 to determine "how well they think different industries are serving their consumers." According to the survey, which included 13 industries, 73% of respondents believe that hospitals do a good job of serving their consumers, a 6% increase from 2001, and 17% believe that they do a "bad job." Hospitals ranked second in consumer approval among the 13 industries surveyed. The survey also found that 33% of respondents believe MCOs do a good job of serving their consumers, and 45% believe that they do a bad job. However, the survey found that the percentage of respondents who believe MCOs do a good job increased by four points from 2001, a rise that researchers attributed to a decrease in media coverage of MCO "horror stories" in the past year. MCOs ranked 12th in consumer approval. The study also found:
- 51% of respondents believe that health insurance companies do a good job of serving their consumers -- a 13% increase over 2001, the largest rise among the 13 industries -- and 38% believe that they do a bad job. Health insurance companies ranked 10th in consumer approval.
- 59% of respondents believe that pharmaceutical companies do a good job of serving their consumers -- an 2% increase from last year but a 20% decrease since the surveys began in 1997 -- and 29% believe that they do a bad job. Pharmaceutical companies tied for 6th in consumer approval (Harris Interactive release, 6/19).
