Deft Research

Deft Research Since 2005, Deft Research has been the healthcare industry's leading source for actionable consumer insights.

We help payers, providers, and partners anticipate behavior, identify opportunities, improve outcomes, and make decisions with confidence.

Think seniors prefer one digital channel for everything?Not quite.When Medicare-age consumers need information, their pr...
10/06/2026

Think seniors prefer one digital channel for everything?
Not quite.
When Medicare-age consumers need information, their preferred source depends on the task:
📞 Provider-related questions? Many still reach for the phone.
💻 Insurer-related tasks? Member portals often lead the way.
💲 Cost information? It's nearly a tie between portals and calling the insurer.
🔍 Symptoms and health concerns? Many turn to either their provider or a general internet search.

The takeaway: there is no one-size-fits-all communication strategy.

Consumers don't think in channels. They think in needs. Understanding which resources they associate with specific tasks can help health plans and providers deliver information where members expect to find it.

See the chart below for a closer look at how preferences vary by task.
Learn more today: https://hubs.li/Q04zmVxG0

Where do seniors turn when they need healthcare information?The answer depends on the task.Need to schedule an appointme...
09/30/2026

Where do seniors turn when they need healthcare information?
The answer depends on the task.
Need to schedule an appointment? ➡️ Many seniors still prefer calling their provider.
Looking up doctors or procedure costs? ➡️ Insurer portals often take the lead.
Researching provider reviews? ➡️ The general internet remains the go-to destination.

🚨The newly released 2026 Medicare Digital Tools Study reveals how seniors navigate digital tools, portals, AI, search engines, and call centers when managing healthcare and insurance needs.
Drawing on responses from nearly 3,000 Medicare beneficiaries, this research helps carriers better understand how to balance investments in digital engagement while maintaining the human support members still value.

📧 Contact your Deft Research Rep or email [email protected] for more information https://hubs.li/Q04yMv6g0

📊 What were seniors telling us about digital tools in 2025?Our 2025 Medicare Digital Tools Study found that growth in th...
09/29/2026

📊 What were seniors telling us about digital tools in 2025?
Our 2025 Medicare Digital Tools Study found that growth in the use of digital tools for managing financial services and insurance needs had begun to plateau among seniors.
That didn't mean seniors were avoiding digital channels.

In fact, about 4️⃣ in 5️⃣ seniors reported using online banking tools. However, more complex activities, such as managing insurance coverage, finding a doctor, or estimating healthcare costs, were less likely to be handled digitally.

The findings suggested that while digital tools work well for basic self-service tasks, many seniors still prefer human support when navigating more complicated decisions.
But has that changed?

📅 Our 2026 Digital Tools Study releases TOMORROW, and we'll be sharing how senior adoption and preferences have evolved over the past year.

Stay tuned for the latest insights on where digital engagement is growing, where it may be stalling, and what it means for health plans, insurers, and financial services organizations.
https://hubs.li/Q04yv78T0

When you purchase a Deft study, you're not getting a handful of charts. You're getting hundreds of data points, trend an...
09/25/2026

When you purchase a Deft study, you're not getting a handful of charts. You're getting hundreds of data points, trend analyses, consumer perspectives, and actionable insights that help you make smarter business decisions.

Our upcoming Medicare Digital Tools Study will explore how Medicare beneficiaries use digital tools, what drives adoption, where friction exists, and what organizations can do to improve engagement.

If one image can contain this much insight, imagine what's in the full report.
https://hubs.li/Q04yj0kx0

ACA Disruption Is About More Than Enrollment NumbersThe Trump administration recently announced the removal of approxima...
09/23/2026

ACA Disruption Is About More Than Enrollment Numbers

The Trump administration recently announced the removal of approximately 750,000 ACA marketplace enrollees, citing fraud and ineligible subsidy recipients. Whether the final number ultimately proves larger or smaller, the announcement highlights a broader reality: ACA market volatility remains a significant challenge for consumers, health plans, and providers.

With enrollment already impacted by the expiration of enhanced subsidies, rising premiums, and evolving eligibility requirements, another major shift in marketplace membership raises important questions like:
➡️How many affected consumers will secure alternative coverage?
➡️ How many will become uninsured?
➡️ How will changing enrollment dynamics impact utilization patterns, risk pools, and member retention?
➡️Most importantly, how will consumers respond?

At Deft Research, our studies consistently show that healthcare decisions are influenced by more than coverage availability or premium costs alone. Consumers weigh affordability, network access, trust, plan understanding, and confidence in their healthcare choices when deciding where and how to obtain care.

As policymakers, insurers, and regulators continue to reshape the ACA landscape, organizations that understand the consumer perspective will be best positioned to navigate whatever comes next.

The story is not simply about 750,000 enrollments------->>> It's about how disruption influences consumer behavior, healthcare access, and coverage decisions across an increasingly complex market.

Patients don't mind seeing NPs and PAs. They mind being surprised by it.According to Deft Research's 2026 How the U.S. C...
09/23/2026

Patients don't mind seeing NPs and PAs. They mind being surprised by it.

According to Deft Research's 2026 How the U.S. Consumer Selects a Provider and Health System Study, satisfaction with primary care providers is nearly identical whether patients see a physician or an advanced practice provider (APP).

The difference? 👉Expectations.

When patients knew ahead of time they were seeing an NP or PA, 75% were very or extremely satisfied. When they found out at the first appointment, satisfaction dropped to 54%.

A simple communication gap is creating an avoidable experience problem.

In our latest blog post from Rob Lourenço, we explore what health plans and providers can do to close that gap and improve patient satisfaction.

👉 Read the full article: https://hubs.li/Q04x_8Cs0

Our 2025 Medicare Digital Tools Study revealed an important takeaway for agents and health plans:✅ Most seniors prefer p...
09/21/2026

Our 2025 Medicare Digital Tools Study revealed an important takeaway for agents and health plans:
✅ Most seniors prefer phone or in-person interactions with Medicare agents.
✅ Online chat remains a low-preference channel.
✅ Seniors who are less confident navigating Medicare options are especially likely to value in-person guidance.

As digital tools evolve, personal connections remain a key part of helping beneficiaries make informed coverage decisions.

🎉Our 2026 Medicare Digital Tools Study is available NEXT WEEK! You won't want to miss what we discovered in this year's research.

Learn more today: https://hubs.li/Q04x_7j_0

What happens when AI becomes both an information source and a trusted companion?Recent qualitative research from Deft Re...
09/11/2026

What happens when AI becomes both an information source and a trusted companion?

Recent qualitative research from Deft Research suggests that many Dual Eligible consumers are using AI in ways that go far beyond basic search.

From checking medication information and navigating financial resources to building surprisingly personal relationships with AI tools, these findings highlight both opportunities and risks for healthcare organizations serving this population.

💡One key takeaway: While AI may help improve engagement and self-management, Duals may also be more likely to trust AI recommendations without seeking additional verification.

Read Rob Ile's latest blog post to learn how AI is shaping the experiences of Dual Eligible consumers and what it could mean for D-SNP plans moving forward.

🔗 Read the full article here: https://hubs.li/Q04xfPhs0

85% of U.S. adults have a Primary Care Physician (P*P). For the remaining 15%, many assume the barrier is access—insuran...
09/09/2026

85% of U.S. adults have a Primary Care Physician (P*P). For the remaining 15%, many assume the barrier is access—insurance gaps, appointment availability, network limits.

But the data says otherwise.

Two in five adults without a P*P consider it “low priority.” Nearly one in three admit they simply haven’t gotten around to it. Only 13% point to real difficulty finding one.

👉So access isn’t the primary barrier. Motivation is.

That reframes the acquisition problem. Convenience messaging probably won’t move this group. Urgency and relevance will.

Our new How the U.S. Consumer Selects a Provider and Health System Study looks at what may actually activate P*P-less consumers—and what plans and systems can do about it.

Learn more today: https://hubs.li/Q04x2J2y0

Have you checked out the Deft Research blog lately?Our team regularly shares insights on healthcare consumer behavior, M...
09/08/2026

Have you checked out the Deft Research blog lately?

Our team regularly shares insights on healthcare consumer behavior, Medicare, provider selection, employee benefits, market trends, and more.

Whether you're looking for fresh research findings, industry analysis, or expert perspectives, there's always something new to explore.

👉 Visit our blog and see what our experts have been talking about: https://hubs.li/Q04wXQPZ0

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