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Understanding health plan member discontent

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As member trust erodes, member loyalty goes with it. This white paper illuminates how payers are pivoting—shifting from reactive fixes to proactive, trust-centric approaches that strengthen and improve the member experience. 

In this report, you'll learn:

  • The emotional drivers fueling member discontent—anxiety, confusion, and anger—and why they matter more than ever.
  • How systemic issues like denials, affordability, and access barriers chip away at trust across all lines of business.
  • Why today’s members expect clarity, empathy, and fairness, and how plans can deliver through human-centered design.
  • Strategies for rebuilding trust as social capital, from reducing high-frustration moments to embedding clarity into every communication. 

About the author

Press Ganey, a leading healthcare performance improvement solutions company, offers an integrated suite of solutions that put Human Experience at the center of healthcare enterprise transformation. Delivered through a cutting-edge digital platform built on a foundation of data security, Press Ganey solutions address patient experience, healthcare consumer experience, workforce engagement, safety, clinical excellence and more. Guided by its team of renowned healthcare thought leaders, Press Ganey works with more than 41,000 healthcare facilities to reduce patient suffering, enhance caregiver resilience and improve the overall safety, quality and experience of care. Press Ganey is a PG Forsta company.

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