Voice of the Customer: Factors Impacting Beneficiary Choice of Programs in TRICARE

Jessica Korona-Bailey*, Miranda Lynn Janvrin, Luke Juman, Tracey Perez Koehlmoos

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


Little is known about how a consumer would choose a health plan if cost was not an option such as in the Military Health System. We sought to identify how to recruit TRICARE beneficiaries into new pilot programs challenged by low recruitment. We developed a semistructured interview guide by adapting a framework established by Klinkman to assess factors in choosing a health plan. Using social media platforms, we recruited TRICARE Prime and Select beneficiaries to participate in key informant interviews from October to December 2022. We conducted inductive thematic analysis to determine key areas of concern. We interviewed a total of 20 TRICARE Prime and Select beneficiaries. The majority were women, above age 40, had a master's degree, a sponsor in the US Army and of senior officer rank. Four overarching themes emerged: (I) patient choice; (II) access to care; (III) quality of care; and (IV) cost. This evaluation of TRICARE beneficiaries explores how to motivate high-quality value-based care in a traditionally fee for service system.

Original languageEnglish
JournalJournal of Patient Experience
StatePublished - 1 Jan 2023
Externally publishedYes


  • choice behavior
  • health services research
  • insurance benefits
  • military health services
  • military health system


Dive into the research topics of 'Voice of the Customer: Factors Impacting Beneficiary Choice of Programs in TRICARE'. Together they form a unique fingerprint.

Cite this