Consumer experiences navigating health care provider directories and support of federal policy action

Abstract

AbstractMost Americans rely on managed care networks and provider directories to access care. Little is known about how patients experience navigating directories, how it affects their lives, and whether Americans support federal action on the issue. We fielded a large, and demographically diverse survey of US adults (N = 10,739) from January to April 2022. The survey queried respondents about their experience using provider directories, problems they encountered, and support for federal policy action. Analyses were conducted using Weighted Ordinary Least Squares regression. We found that 43% of Americans used provider directories last year. Among these, provider directory inaccuracy affected 56%, with inaccurate network status (34%), providers having left the practice (18%), and wrong contact information (15%) serving as primary problems. A majority of those using provider directories faced challenges in accessing care subsequently. This included 28% delaying care, 10% seeking out Urgent Care and 6% Emergency Care, respectively, 5% going out of network, and 10% forging care. A substantial number suffered health (54%) and financial (51%) problems as a result and about half took some action as a result. Overall, Americans strongly supported various federal actions to improve directory accuracy. Provider directory inaccuracy affects a larger number of Americans, many of whom are severely affected by the challenges. Broad public support should encourage federal action on the issue.