UK-HMOUK-HMO

Member ServicesMember Services Benefit Quotes/questionsBenefit Quotes/questions Problem resolution/tracking. All calls entered & coded into Problem resolution/tracking. All calls entered & coded into

Diamond system & tracked for trends.Diamond system & tracked for trends. Parking tickets stamped for all UK employees with UK Parking tickets stamped for all UK employees with UK

insurance for all visits to KY Clinic & ancillaries.insurance for all visits to KY Clinic & ancillaries. Registration for KY Clinic and ancillary visits available on 1Registration for KY Clinic and ancillary visits available on 1stst & &

33rdrd floor for all UK employees with UK insurance & via phone floor for all UK employees with UK insurance & via phone for UK-HMO members.for UK-HMO members.

After hours answering service, can page MD on call.After hours answering service, can page MD on call. Eligibility verification.Eligibility verification. Help in establishing a PCP, UKHMO or Health Connections.Help in establishing a PCP, UKHMO or Health Connections. UKHMO 257-8547 or 800-955-8547, Health Connections 257-UKHMO 257-8547 or 800-955-8547, Health Connections 257-

1000, or 800-333-8874, or RSA 271-5055 or 877-855-9700.1000, or 800-333-8874, or RSA 271-5055 or 877-855-9700. Mid October a dedicated Member Services unit will be Mid October a dedicated Member Services unit will be

unveiled.unveiled.

CommunicationCommunication Prior to Open Enrollment, reminder post cards are sent.Prior to Open Enrollment, reminder post cards are sent. 14 Open Houses were held in 6 locations, Five open forums 14 Open Houses were held in 6 locations, Five open forums

at three locations.at three locations. HR sends benefit comparison.HR sends benefit comparison. Phone/in-person/email:ukhmo@uky.edu, Phone/in-person/email:ukhmo@uky.edu,

website:www.mc.uky.edu/ukhmo, also linked from Employee website:www.mc.uky.edu/ukhmo, also linked from Employee Benefits website.Benefits website.

Letters are mailed for immediate communication, (mail order Letters are mailed for immediate communication, (mail order Rx, provider changes).Rx, provider changes).

Quarterly NewslettersQuarterly Newsletters When ID cards are mailed additional information is included When ID cards are mailed additional information is included

in packet. A welcome letter, Certificate of Coverage, in packet. A welcome letter, Certificate of Coverage, Provider Directory, and other pertinent materials are included Provider Directory, and other pertinent materials are included (such as familymeds.com packet).(such as familymeds.com packet).

Provider Newsletters are sent out bi-annually.Provider Newsletters are sent out bi-annually.

AppointmentsAppointments

Establish a PCPEstablish a PCP If issues arise contact UK-HMO office for If issues arise contact UK-HMO office for

assistance.assistance.

Customer Service CallsCustomer Service Calls Total Total CallsCalls

% of % of MembershipMembership

% of Total Visits% of Total Visits

Access to Care/After hoursAccess to Care/After hours 114114 0.8%0.8% 0.3%0.3%

Access to AppointmentsAccess to Appointments

Primary CarePrimary Care 145145 1.1%1.1% 0.5% *0.5% *

SpecialtiesSpecialties 7979 0.6%0.6% 0.6% **0.6% **

New PatientsNew Patients 4545 0.3%0.3% 0.1%0.1%

BenefitBenefit

ComplaintComplaint 6666 0.5%0.5% 0.1%0.1%

QuestionQuestion 17911791 13.1%13.1% 4.0%4.0%

Doctor IssuesDoctor Issues 2828 0.2%0.2% 0.1%0.1%

Facility & Staff IssuesFacility & Staff Issues 1212 0.1%0.1% 0.0%0.0%

Quality of CareQuality of Care 1919 0.1%0.1% 0.0%0.0%

Membership: 13,649 (LSA)

Specialty Visits from 9/1/00 thru 8/31/01: 14,239

Primary Care Visits from 9/1/00 thru 8/31/01: 30,472

Total Visits: 44,711

•* % of Primary Care Visits

•** % of Specialty Visits