DETROIT, Aug. 2 /PRNewswire/ -- Americans are hearing more about the services offered by care management programs as the nation looks for ways to improve efficiency and quality in health care.
A Blue Cross Blue Shield of Michigan and Blue Care Network HMO survey of members who use the companies’ BlueHealthConnection care management program showed that individuals who used the program were satisfied with its services, would recommend it to others, said it improved the quality of their interactions with their physicians and took some type of action that could lead to a positive lifestyle change.
The Michigan Blues polled more than 700 members with Traditional, PPO and HMO products who had used BlueHealthConnection services. An overwhelming 88 percent of those surveyed said they were “satisfied” or “very satisfied” with the program. Nearly 9 of 10 users feel that their encounter with BlueHealthConnection had a positive impact on their ability to take care of their health on their own.
“Satisfied users are significantly more likely to take action to improve their health like increasing exercise and watching their diet. We are encouraged that the results showed the vast majority of our members took some type of action after an encounter with our program -- that’s an important goal,” said Karen Maher, Blue Cross Blue Shield of Michigan vice president of Medical Care Management.
“Another important goal for our program is to empower patients to improve the quality of their interactions with their physicians or health care providers,” Maher said.
The survey showed 7 out of 10 users agreed that their experience with BlueHealthConnection improved their relationship with physicians or other health care providers.
The program offers a variety of resources to members, depending on the member’s needs. The resources range from online information on how to keep healthy to phone conversations with a nurse “coach” on various health topics -- and for complex health issues, personal visits from nurses. Nurses do not diagnose medical conditions; they provide resource information through direct conversations, direct mail communications, care handbooks, an audio tape library and educational videos.
While any of the over 2 million Blues members who are eligible for the program can call a coach as needed, nurses may initiate the contact with members who are at a very high risk due to chronic or serious medical conditions. In every case, member participation in the program is voluntary.
Members who participate say they would use the service again (8 out of 10) and 89 percent say they are likely to recommend BlueHealthConnection to a friend or coworker. Most find out about the services at work or through a phone call or direct mail.
BlueHealthConnection distributed more than 200,000 direct mail pieces to individuals regarding chronic or significant illnesses and nurse coaches made personal calls to more than 6,000 members during 2003. The numbers are expected to grow in 2004 as additional members and services are folded into the program.
A recent Towers Perrin survey supports the idea that care management is a trend whose time has come. In “Keeping Employees Engaged About Health Care,” consultants report nearly three-quarters of employees surveyed indicate they would find employer-provided access to health-related Web sites and professional, medical phone support helpful in making health care decisions.
Blue Cross Blue Shield of Michigan and Blue Care Network are nonprofit corporations and independent licensees of the Blue Cross and Blue Shield Association. Blue Cross Blue Shield of Michigan has just under 4.8 million members in a variety of health care benefit plans, including Traditional Blue Cross Blue Shield, Blue Preferred and Community Blue PPOs, Blue Choice Point of Service and Blue Care Network of Michigan HMO.
Blue Cross Blue Shield of Michigan
CONTACT: Helen Stojic, +1-313-225-8113, or Yvonne Johnson,+1-313-225-5643, mediarelations@bcbsm.com , both of Blue Cross Blue Shield ofMichigan
Web site: http://www.bcbsm.com/
