Using journey mapping to understand the patient experience with selecting a Medicare part D plan using a pharmacy consultation service

Medicare Part D plan-selection experience: qualitative findings from a national cross-sectional survey

“…These findings are similar to those in the existing literature, as plan and medication costs have frequently been noted as important considerations for Medicare plan selection. 15 , 16 , 20 These concerns may also reflect continued changes in Medicare plan-benefit structure, with the monthly premiums for some Medicare Part D plans continuing to rise year-over-year and out-of-pocket medication costs may remain burdensome as a result of co-payments and deductibles despite Medicare Part D insurance coverage. 13 Policy recommendations provided by the American College of Physicians address patient difficulties, concerns, and frustrations related to costs associated with benefit design.…”

“… 30 Despite these benefits, plan-selection assistance may negatively affect the plan-selection experience, as assistance may increase exposure to plan information and increase patient perceptions of pressure to switch plans. 16 Additional policy could be explored to help provide remuneration and necessary support for groups and organizations providing Medicare Part D education to develop sustainable interventions. Groups and organizations could also consider ways to optimize service delivery and patient experience with Medicare Part D plan selection services.…”

“…The study identified that while pharmacy consultation services may help to inform and educate patients about the plan-selection process, the amount of information provided may make the experience more challenging. 16 These studies were conducted with relatively small samples within two geographic locations (Northern California and Iowa). As such the objective of this study was to understand patient perceptions of the Medicare Part D plan-selection experience across the US.…”

Cost savings from Medicare Part D plan comparisons

“…6 Most older adults are not on the lowest cost plan, 7 and describe needing help with plan comparisons. 8,9 Barriers included lack of awareness, brand loyalty, information overload, software challenges, administrative concerns, and trust issues. 4,8,9 Study objective was to evaluate older adult cost savings from student pharmacist-assisted Medicare Part D plan comparisons.…”

“…Switching Medicare Part D plans can decrease medication costs 3–5 and increase adherence 6 . Most older adults are not on the lowest cost plan, 7 and describe needing help with plan comparisons 8,9 . Barriers included lack of awareness, brand loyalty, information overload, software challenges, administrative concerns, and trust issues 4,8,9 …”