More Americans are turning to technology first to evaluate health conditions, and a growing number are interested in using the internet to access medical care, while opportunities remain to improve peoples’ understanding of basic health insurance terms and the connection between lifestyle choices and disease, according to a new UnitedHealthcare study.

These are some of the findings from the second annual UnitedHealthcare Consumer Sentiment Survey, which examines Americans’ attitudes and opinions about multiple areas of healthcare, including technology trends, health literacy and customer service. The survey’s key findings include:

• More Americans are turning to technology first to access health information and care. A growing number (42 percent) said they would be likely to use telemedicine in the future to access care, a 5 percentage point increase from 2016.

• Most people underestimated the connection between lifestyle choices and disease. Many respondents underestimated the connection between modifiable lifestyle choice and chronic conditions, with just 23 percent of people correctly recognizing that 80 percent or more of premature chronic conditions are linked to controllable decisions such as smoking or poor diet.      

• Many people say they are prepared for open enrollment. Nearly three-quarters (72 percent) of people said they are prepared for open enrollment, while 22 percent said they are unprepared.

• Understanding of basic insurance terms slightly improved. Just 9 percent of respondents successfully defined all four basic health insurance concepts: plan premium, deductible, co-insurance and out-of-pocket maximum. That’s a slight improvement from 7 percent a year ago.

• When it comes to customer service, people prefer live support. Most people (84 percent)
preferred speaking with a customer service representative, up from 78 percent last year.

“This survey highlights why UnitedHealthcare continues to develop new ways to simplify the healthcare experience and make it easier and more convenient for people to access care,” said Rebecca Madsen, chief consumer officer of UnitedHealthcare. “These survey findings will build upon our experience creating innovative ways to engage with customers and help them navigate the health care system.”

Technology Becomes More Popular Way to Research Health Care

The use of websites and mobile apps to research health care options is increasing, with 28 percent of respondents saying online resources are their first option when evaluating health symptoms or conditions. Among millennials (18 to 36 year olds), internet/mobile apps were the first option for 36 percent of respondents, compared to 20 percent for Baby Boomers (53 to 71 year olds). Nearly half (45 percent) of respondents said they turn first to a primary care physician or nurse to research health conditions or symptoms, the only choice that ranked higher than the internet/mobile apps.

Nearly one-third of respondents (32 percent) have used the internet or mobile apps during the last year to compare the cost of medical services. That’s more than double from 14 percent in 2012 (according to another UnitedHealthcare study). Nearly half (44 percent) of millennials this year said they have used online or mobile resources to comparison shop for health care treatments or services. Among all comparison shoppers, 80 percent described the process as “very helpful” or “somewhat helpful.”

Even so, many people underestimated the actual cost of specific health services. Nearly two-thirds (63 percent) estimated the total cost of a knee replacement between $5,000 and $25,000 – lower than the national average of $36,000, according to www.guroo.com.