Dear Dean Health Plan members,

Earlier this year, Dean Health Plan called upon some of you through our annual member survey to give us feedback about the care and service you receive. I’d like to personally thank you for your responses and provide you with an update about what we learned and what we’re doing about it.

I’ve always been proud of being able to provide our members with access to the best care and service in health care. But some of you have told us through your survey responses that we can do better. We found several areas where our performance can improve:

• Getting access to appointments and treatment quickly
• Better communication with physicians and their office staff
• More satisfactory care and service from specialists
• Better access to and understanding of information about the health plan and your benefits

Here’s what we’re doing:

• This past summer, I directed the management and staff of Dean Health Plan to focus on improving access to care and service for our members now and into the future. We’re excited about some of the new services and features we’ll be making available to members in early 2005, including easier-to-use member benefits materials and Internet applications.
• We’re working with our partner physicians and providers to recognize the care and service needs expressed by our members and to initiate and strengthen access, communications and satisfaction.

I would like to thank you for bringing these issues to our attention, and I hope you will accept my commitment to making sure that we continually improve on the care and service provided to each and every health plan member. I’d like to hear any feedback on what we can do to continue to keep you and your family safe and healthy. I have commissioned a special team within our Customer Contact Center to receive and process your feedback. I will be working with the team to review your feedback and the steps taken to resolve your concerns. You can call us at 800-336-3302 or send an e-mail to dhp.ceo@deancare.com.
I look forward to hearing from you.

Thank you all for the opportunity to provide the best health care and service in south-central Wisconsin.

Sincerely,

Robert L. Palmer
President and CEO

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