September 2023
What Do BCBSOK Members Want from their Health Care Professionals? Part 1
One of the ways we find gaps in care is with member surveys. BCBSOK’s Quality Improvement team conducts ongoing customer satisfaction surveys with our PPO, HMO, Retail and FEP members to find out what our members think about their health plan. The survey covers areas such as; BCBSOK customer service, waiting room time, claim submissions and payment time, condition management and interaction with their health care expert.
From the Survey; Hints and tips to enhance the telemedicine experience.
“Webside” Manners; Since COVID-19, many health care professionals had to steer their way through the world of telemedicine and virtual visits. The Institute for Healthcare Improvement 
has some thoughts on how to get the most out of your telemedicine visit with your patients.
- Lights! Camera! Action! – Before the virtual visit
- Virtual visits are a great chance to share your screen with your patient and have in-depth talks about their care and treatment.
- Consider your patients’ needs and help them through the telemedicine if they come across blocks.
- On-Camera Time - During the virtual visit
- Remember to look at the camera — To make eye contact with the patient, look at your camera and not just the video screen.
- Pay attention to how you speak — It can be helpful to slightly lower the pitch of your voice, speak slowly and clearly, and make sure the patient can see your lips for the greatest visual input.
- Verify that you’ve addressed your patient’s questions or concerns — Make sure that you’ve spent time on what matters most to the patient.
Stay tuned for more Quality Improvement topics and ways to close the gaps in care. Thank you for all you do for our members.