Jan. 13, 2010 -- First Health Plan to Seek Online Member Feedback to Improve Health Care Experience Blue Shield of California announced the launch of a first-of-its-kind initiative called Ratings and Reviews, which allows members to provide candid, public feedback about their experiences with Blue Shield's plans. The program gives Blue Shield of California members a platform to share their opinions about the different plans, and will allow potential members to get tips and advice about choosing the right plan for their needs. The new program is already available to some members, and early feedback can be seen at www.blueshieldca.com/bsc/reviews/home.jhtml.
"Our members want to be heard and want to be able to interact with us and with each other in exciting new ways. We plan to address any issues raised in these forums openly to help our members get easy access to quality and affordable health care," said Rob Geyer, senior vice president of customer operations at Blue Shield of California. "We're proud to be the first health plan in the country to be fully transparent and encourage our members to share their health care experiences online in a richer and more visible way."
Members can rate their Blue Shield health plan and read other members' reviews by logging in to their account. The "rating" section uses a five star scale to measure overall satisfaction, customer service, value, doctor access, prescription drug coverage and whether or not the plan is easy to use and understand. The "review" section offers members an area to write in comments, advice and suggestions.
The Ratings and Reviews program is the latest in a series of initiatives that the not-for-profit health plan has undertaken to allow Californians to voice their recommendations about improving care. In 2007, Blue Shield's "Chat Boxes" program gave Californians a chance to speak their mind in front of TV cameras - and resulted in new stand-alone dental products, improved online tools for finding a provider and applying for insurance and broader multi-language capabilities, among many other improvements.