Table 1.

Factors determined to represent consumer effort in accessing care and weighting of importance; summing the contribution of the factors equals total effort.

Factor of consumer effort	Weight of contribution to total (%)
Number of calls made by consumer	40
Number of claims where payment was denied by payer	25
Number of Web or mobile app visits	15
Visits to providers outside health insurance network	8
Number of adjustments required on claims	7
Number of people with claims in a household	5