How Expanding GLP-1 Coverage Can Transform the Healthcare Customer Experience
A groundbreaking national poll conducted for the Diabetes Patient Advocacy Coalition (DPAC) reveals that Americans overwhelmingly support expanded Medicare and Medicaid coverage for GLP-1 medications. These life-changing therapies help people manage obesity and related conditions like Type 2 diabetes and hypertension. Despite broad bipartisan support—including 70% of Republicans and Trump voters—millions of patients still struggle to access these treatments due to restrictive insurance policies and high out-of-pocket costs.
This growing divide between public demand and healthcare accessibility highlights a critical issue: the customer experience (CX) in healthcare is broken. Patients must navigate a complex, fragmented system that often prioritizes cost containment over well-being. Without policy changes, millions of Americans will continue to face frustration, financial stress, and barriers to essential care.
So, how can expanding GLP-1 coverage transform patient experience, trust, and healthcare service delivery?
1. The Customer Journey: Navigating Healthcare as an Obesity Patient
For many patients, the journey to getting GLP-1 medications is a frustrating maze. Unlike other chronic disease treatments, access to these therapies isn’t standardized across insurers, Medicare, or Medicaid.
Imagine a 55-year-old patient named Lisa, who has been successfully managing her obesity and diabetes with a GLP-1 prescription through her employer’s private insurance. However, when she turns 65 and transitions to Medicare, she loses coverage for the medication. Suddenly, she faces steep out-of-pocket costs and has to fight through an appeals process that could take months.
This experience isn’t unique—68% of Americans agree that Medicare should provide continuity of care for GLP-1 users. When a healthcare system disrupts treatment due to bureaucratic policies rather than medical necessity, it creates distrust and dissatisfaction.
By ensuring Medicare and Medicaid offer the same coverage as private insurance plans, policymakers can eliminate these painful customer experience gaps.
2. Trust and Brand Perception in Healthcare
Trust is the foundation of a positive CX, and the poll results reveal a significant problem: current healthcare policies do not align with patient expectations.
- 73% of respondents believe that covering GLP-1 medications would improve U.S. productivity and global competitiveness.
- 72% agree that Medicare and Medicaid coverage should be on par with the Federal Employee Health Benefits program.
- 68% want assurance that they won’t lose access to life-changing treatments as they age.
When a large majority of patients feel unheard and underserved, they lose confidence in healthcare institutions, insurers, and policymakers. This eroded trust leads to lower engagement, non-compliance with treatment, and negative brand perception.
Expanding GLP-1 coverage isn’t just about access—it’s about aligning healthcare policies with patient needs and expectations. Insurers and government programs that listen to consumers and remove barriers to essential care will see stronger brand loyalty and patient satisfaction.
3. Removing Friction: How Insurers Can Improve the GLP-1 Experience
Even for those with insurance coverage, the customer experience is riddled with friction. Many patients face:
- Lengthy prior authorization processes that delay access to medication.
- High co-pays and out-of-pocket costs that make treatment unaffordable.
- Confusing formulary restrictions that force patients to switch medications unnecessarily.
These pain points undermine the effectiveness of GLP-1 therapies and frustrate patients, leading many to abandon treatment altogether.
To improve CX, insurers must streamline access by:
Reducing prior authorization hurdles and using AI-driven approvals to accelerate decision-making.
Expanding formulary options to give doctors and patients more treatment choices.
Providing price transparency so patients aren’t blindsided by unexpected costs.
Improving digital tools that allow patients to track authorizations, appeals, and medication access in real time.
By adopting these CX-driven solutions, insurers can enhance member satisfaction, improve treatment adherence, and reduce long-term healthcare costs.
4. The Economic and Societal Benefits of Expanding GLP-1 Access
Beyond individual experiences, making GLP-1 therapies more accessible has far-reaching economic benefits. According to research, obesity-related health conditions cost the U.S. healthcare system $147 billion annually.
Expanded access to GLP-1 medications could:
- Reduce long-term healthcare costs by preventing complications like heart disease and stroke.
- Increase workforce productivity by helping individuals manage obesity-related fatigue and mobility issues.
- Enhance global competitiveness by reducing the economic burden of chronic disease.
Simply put, denying coverage for GLP-1 medications is a short-sighted approach that prioritizes immediate cost savings over long-term health benefits. Patients, employers, and the economy all stand to gain from a healthier, more productive population.
5. A Call to Action: Making Patient-Centered Policies a Priority
As policymakers debate healthcare reform, one thing is clear: patients expect access to effective treatments without unnecessary obstacles. Current policies lag behind consumer expectations, creating a broken system that adds frustration and uncertainty to the patient experience.
To build a healthcare system centered on CX, stakeholders must:
Expand Medicare and Medicaid coverage for GLP-1 therapies to match private insurers.
Adopt patient-first insurance policies that reduce bureaucratic red tape.
Leverage technology to make treatment access faster, simpler, and more transparent.
Listen to patients and align coverage decisions with real-world health needs.
By making these changes, healthcare providers, insurers, and policymakers can transform the patient experience—ensuring that every American has a fair chance at better health.
Final Thoughts: CX and the Future of Healthcare Access
The conversation around GLP-1 medications isn’t just about policy—it’s about people. Every denied claim, delayed authorization, or unexpected coverage change impacts real lives. If the goal of healthcare is to serve patients efficiently and compassionately, then expanding access to essential treatments must be a priority.
By listening to patients, eliminating barriers, and creating a seamless, transparent experience, healthcare organizations can restore trust, improve outcomes, and redefine what it means to put patients first.
The future of healthcare isn’t just about innovation in medicine—it’s about innovation in access. The question now is: Will insurers and policymakers rise to the occasion?
