Independence Blue Cross Wins Disease Management Association of America's Quality Award for Greatest Impact on Satisfaction
Today Independence Blue Cross (IBC) proudly accepted the 2009 Quality Impact Award for Greatest Impact on Satisfaction at DMAA: The Care Continuum Alliance's annual Disease Management Leadership Forum. IBC earned this achievement based on members and physicians satisfaction with its Connections(SM) Health Management Program.
"Improving our members' health is at the core of our business, and we are thrilled to receive DMAA's recognition for achieving the greatest impact on satisfaction among members and physicians participating in our Connections program," said Esther J. Nash, MD, FACP, senior medical director of Population Health and Wellness at Independence Blue Cross. "Whether consumers are looking for information from a Health Coach or support in making health-related decisions, we offer a multitude of resources so that we are here when they need us."
IBC launched the Connections Health Management Program in 2003 to assist members in gaining the skills and knowledge needed to become active health care consumers, lead healthier lives, and make informed decisions about their care. IBC collaborates with Health Dialog to provide this comprehensive program to more than 1.7 million members. Studies show that members and providers are very satisfied with the Connections program, which helps ensure that members receive the information needed to make the right health care decisions for them, and avoid inappropriate and unnecessary use of medical resources.
Each year, IBC administers annual independent surveys to measure IBC members' satisfaction with the Connections(SM) Health Management Program performance. Satisfaction results have exceeded targets for five consecutive years, indicating positive and sustainable outcomes.
"New this year, we've expanded our Quality Impact Awards to recognize those organizations or initiatives that earn the greatest satisfaction among the populations they serve," said Tracey Moorhead, president and CEO of DMAA. "We are pleased to honor Independence Blue Cross, in its collaboration with Health Dialog, for demonstrating a sustained level of member and physician satisfaction through its Connections Health program."
Connections maintained high satisfaction among both IBC's chronic and non-chronic members. The 2008 member survey results showed that:
* Eighty-eight percent of members with chronic conditions (and 95 percent non-chronic members) report being "Very Satisfied" or "Satisfied" with the Health Coach's assistance.
* Ninety percent of chronic and non-chronic members state that they would recommend the health plan to family and friends based on their Connections Program experience.
* Ninety-five percent of chronic members (and 97 percent non-chronic members) indicate that they were able to follow their Connections Health Coach's guidance.
* More than 90 percent of chronic and non-chronic members feel that their Connections Health Coach was knowledgeable about their condition or situation.
"Our relationship with IBC helps us provide their customers with award-winning, industry-leading programs that improve the management of chronic disease and major medical decisions so that members receive the right care at the right time -- helping improve health outcomes and reduce costs," says Patrick Flynn, CEO of Health Dialog.
Over the past four years, Connections has reduced medical cost trends by four percent for members with chronic conditions. In 2006, IBC received DMAA's Disease Management Leadership Award for Outstanding Health Plan, which recognizes one health plan in America that has demonstrated vision and leadership in its commitment to disease management, innovative program design, successful plan implementation, and outstanding performance in measuring positive, proven health outcomes.
About Independence Blue Cross
Independence Blue Cross is a leading health insurer in southeastern Pennsylvania. Nationwide, Independence Blue Cross and its affiliates provide coverage to nearly 3.3 million people. For more than 70 years, Independence Blue Cross has offered high-quality health care coverage tailored to meet the changing needs of members, employers, and health care professionals. Independence Blue Cross's HMO and PPO health care plans have consistently received the highest ratings from the National Committee for Quality Assurance.
