Dear Dean Health Plan member,

Thank you to the more than 500 Dean Health Plan (DHP) members who returned the Consumer Assessment of Healthcare Providers and Systems (CAHPS^®) survey. We sincerely appreciate your time and effort. DHP uses your responses to evaluate our progress and identify areas of opportunity. The CAHPS survey assesses member satisfaction and is used by more than 250 health plans. Your responses indicate that we have made progress in many areas:

• The office staff at network clinics rate “very high” in being courteous, respectful and helpful.
• The doctors rate “very high” in how well they listen, explain things, show respect for what members have to say and spend time with members.
• Fewer members reported having problems finding and understanding information about how the health plan works.

Improving member ratings of primary and specialty care practitioners remains a high priority for DHP. We continue to share your feedback with our practitioners and work with them to improve your care and service experience. In our Summer 2006 issue of Notables, we shared with you how to get the most from your specialty visit, starting with clear communication with your primary care practitioner.

We’re also continuing to enhance the availability of information about how the health plan works. In 2005 we launched DeanConnect, our online member portal. This system enables members to get benefits information, view claims status and much more. In spring 2006, we redesigned our Website to make it easier to use and find information. We implemented the Customer Care Navigation Service, which helps members navigate our healthcare system.

As always, I encourage you to call our Customer Service Department at 800-279-1301 with your questions or feedback. You can also contact me by leaving a message at 800-336-3302 or e-mailing me at dhp.ceo@deancare.com.

Sincerely,

Robert L. Palmer, P.Eng.
President and CEO

* CAHPS is a registered trademark of the Agency for Healthcare Research and Quality.

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