Listening to real experiences for powerful insights
At Evernorth Research Institute, we aim to understand the needs of those we serve. Whether it's individuals accessing health care or plan sponsors supporting them, we're focused on finding ways to improve the system for everyone.
Our 2024 Health Care in Focus report draws from the perspectives of 3,000 consumers, 575 employers and 79 health plan leaders, paired with in-depth analysis by Evernorth Research Institute to uncover key findings and actions that can help drive better care experiences and outcomes, now and into the future.
Rising costs demand increasingly difficult trade-off decisions for health plans, employers and individuals.
The potential of artificial intelligence (AI) is polarizing, calling for more thoughtful exploration of value.
Health literacy continues to be a struggle for consumers, highlighting the need for innovative, multidisciplinary approaches that address these challenges effectively.
Whole-person health strategies can enable better health and cost outcomes
The rising cost of care is a long-standing concern for patients and plan sponsors alike. This concern continues to grow as chronic health conditions become more prevalent in the U.S., and some populations face greater impacts than others due to social determinants of health (SDOH).
Among consumers surveyed, those identifying as Hispanic, Women and Millennials were most concerned about affordability and access to health benefits. Many have responded to rising costs by seeking their own paths to affordable care.
Rakshit S, Raw M, Claxton G, Amin K and Cox C. “The burden of medical debt in the United States.” Peterson-KFF Health System Tracker. February 12, 2024.
adults has medical debt, with 3M owing over $10K1
250% increase in GLP-1 use from 2021–2023*
Plan sponsors also face significant impacts due to the rising cost of chronic conditions. As prevalence increases—especially for obesity, diabetes, and cancer—pharmacy spend is only getting higher.
* Evernorth Research Institute Supplemental Analysis (2024). “Prevalence of GLP-1 Receptor Agonist Use.”
Plan sponsors who say high demand for GLP-1s is impacting their ability to control costs
Long-term health strategies
To manage long-term costs, improve outcomes and advance health equity, implementing whole-person health strategies will be more important than ever to prevent disease progression—especially for groups disproportionately impacted by SDOH.
Factors anticipated by plan sponsors to have the largest impact on lowering costs (Employers):
Integrating AI with compassionate care
As artificial intelligence (AI) continues to power innovation and transformation of health care, plan sponsors and consumers have differing levels of trust and comfort with new technologies. While plan sponsors are generally familiar and comfortable with AI-driven care, consumer acceptance still lags.
Percentage who feel confident in AI accuracy in health care
Consumers
Employers
Health plan leaders
Using AI in health care
Plan sponsors and consumers both agree on two of the top three scenarios for which AI should be used to enhance health care delivery—including streamlining clerical functions and administrative tasks for providers.
Consumers' top scenarios for how AI should be used in health care:
Combining AI with compassionate care practices will lead to better patient experiences and outcomes.
consumers agree that in-person interaction with providers is vital
New approaches to improving health literacy can result in better utilization, health and cost outcomes
When individuals have a clear understanding of their health and the care options available to them, they can make more informed decisions about their care that lead to better outcomes.
However, a gap currently exists in perception of available health care benefits between consumers and employers—particularly in behavioral health benefits.
Consumers: believe they do not have behavioral health coverage from their employer-sponsored insurance
Employers: indicate that they currently offer behavioral health benefits and will continue to prioritize them in the future
As health care solutions become more numerous and complex, consumers may need more help finding the right solutions for their needs.
Currently, the lack of understanding around available benefits causes consumers to look outside of their benefits for care.
of consumers say they need more help understanding their coverage
Ways consumers sought behavioral care in the past year
Increasing engagement and health literacy
Plan sponsors should consider a focus on personalized education and clear communication to members about their plan's offerings to drive engagement with their benefits.
Driving better utilization through personalization
When patients have higher health literacy, they take greater ownership of their health and interact more effectively with the health care system, leading to better adherence to treatment plans.
Personalized communication, multimedia resources and providing culturally and linguistically appropriate materials can further improve patient understanding and engagement.
Evernorth Research Institute propels meaningful solutions using powerful data
We work tirelessly to uncover actionable insights from Evernorth’s own unmatched data and expert analysis from our team of researchers, helping to drive progress towards a better system for all.
