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Press Release

IBC Wins DMAA's Quality Award for Greatest Impact on Satisfaction

Survey Reveals High Satisfaction with IBC's Connections Health Management Program

Philadelphia, PA - September 22, 2009 - 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 ConnectionsSM 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 ConnectionsSM 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.

Independence Blue Cross supports comprehensive health care reform that would extend coverage to all Americans, reduce costs, and improve quality. We also advocate reform that builds on the current employer-based system that currently serves 170 million Americans. Learn more about our views on health care legislation now working its way through Congress by visiting our website at www.ibx.com/about_ibc/health_care_reform.

Independence Blue Cross is an independent licensee of the Blue Cross and Blue Shield Association.

About DMAA: The Care Continuum Alliance

DMAA: The Care Continuum Alliance represents more than 200 organizations and individuals and convenes all stakeholders along the care continuum toward population health improvement. Through advocacy, research and promotion of best practices, DMAA advances population-based strategies to improve care quality and outcomes and reduce preventable costs for individuals with and at risk of chronic conditions.

About Health Dialog

Health Dialog is a leading provider of healthcare analytics and decision support. The firm is a private, wholly-owned subsidiary of Bupa, a global provider of healthcare services. Health Dialog helps healthcare payors improve healthcare quality while reducing overall costs. Company offerings include health coaching for medical decisions, chronic conditions, and wellness; population analytic solutions; and consulting services. Health Dialog helps individuals participate in their own healthcare decisions, develop more effective relationships with their physicians, and live healthier, happier lives. For more information please visit www.healthdialog.com.

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