October 16, 2009
Regence Takes Community Approach to Provider “Reviews”
PORTLAND, Ore. — When Regence member Adrianne Johnson needed to find a primary care physician (PCP), she asked friends for recommendations, and then logged on to myRegence.com to compare those recommendations with feedback from other Regence members who were patients of those doctors. Based on the Member Reviews she read on myRegence.com, Johnson was able to find not just a PCP she was comfortable with, but specialists, as well.
“The reviews on myRegence.com were really helpful,” says Johnson. “Some of them said, ‘the doctor is friendly and knowledgeable,’ and I thought — that’s just what I was looking for.”
Each time a Regence member receives health care from a provider or medical facility and their claim appears on myRegence.com, the member can review their experience, sharing feedback such as communication with the provider, helpfulness and courteousness of staff, wait time, the condition of the facility, ease of making appointments, and overall satisfaction. Members can rate their experience on a numerical scale as well as provide written comments.
Johnson says that when she had a good encounter with her new doctor, she was inspired to share her experience, as well.
“The reviews I read matched how my experience was as well, and I thought I needed to post it so that other people would know that the ratings were right-on,” Johnson says. “I think the more reviews of a doctor you have, the better. It really helps out.”
Regence members have left more than 40,000 reviews to date. Some of the written comments in these Member Reviews include:
- Dr. ---- and his entire staff are awesome! Everyone in the office makes you feel at ease and Dr. ---- provides the highest of quality dental work while making your appointment fun at the same time. I will recommend everyone to the Mt. Tabor Dental practice and Dr. ----. - RainbowChaser
- Dr. ---- fit me into his busy schedule when I had an inflamation problem with my eye. He took time to thoroughly examine the problem and to explain how it developed and how to treat it. I never felt rushed and really appreciated the time he spent with me. I highly recommend him. - retrogirl
- I am so happy with Pediatric Associates. They are even open on weekends for sick children. I really appreciate their practice. - Mom of Two
Member Reviews are displayed on myRegence.com. After being screened by a Regence Moderator, they are published on the provider’s profile page. Providers who receive a Member Review have an opportunity to respond online if they wish.
Regence participating physician Greg Esmer, D.O., of Eastmoreland Osteopathic Services LLC, sees Member Reviews in a positive light.
“It’s gotten people more information about what we do, and that’s been my objective,” says Esmer. “It’s a win-win [situation]. Patients are going online to get all sorts of information anyway, so I would like to be involved in that process in a way that provides a balanced forum to get that information out there.”
“By being able to consider a number of factors in choosing a doctor, including what others have experienced, Regence members become more effective health care consumers,” says William McKinney, vice president of Consumer Directed Health Systems for Regence. “Good doctor/patient interactions reduce costs for everyone and increase patient satisfaction.”
Background on myRegence.com
myRegence.com is designed to help advise members on health care and lifestyle options, provide navigation through the health care system and reward those who make healthier choices. With myRegence.com, members can find all of their health-related resources in one place, including claims information, fitness and nutrition tips, medication summaries and other helpful information. Members can even earn Regence Rewards points —redeemable for gift certificates to hundreds of retailers — just for actively taking charge of their health.
Regence is the largest health insurer in the Northwest/Intermountain Region, offering health, life and dental insurance. Regence serves 3 million members as Regence BlueShield (in selected counties in Washington), Regence BlueCross BlueShield of Oregon, Regence BlueCross BlueShield of Utah and Regence BlueShield of Idaho. Each health plan is a not-for-profit independent licensee of the Blue Cross and Blue Shield Association. Regence is committed to improving the health of our members and our communities, and to transforming our health care system. For more information, please visit regence.com.