Dear Dean Health Plan member,
The coordination of patient care, especially the
transition from primary to specialty care, is of great
concern to us at Dean Health Plan (DHP). We have
gathered data and feedback from DHP members about
their experiences with care and service throughout our
healthcare system. We have developed a set of practitioner
guidelines to help facilitate the coordination of specialty
care services and promote satisfaction among members
and healthcare staff. In our continued effort to improve the
coordination of care, please review this article,
which outlines how members can get the most out of their
specialty care visits. And on page 3, we showcase our
Customer Care Navigation Service, which is a great member
resource to navigate our large, multispecialty — and sometimes
complex — healthcare system.
I am happy to report that our customer service response times are back to their usual quick and efficient levels. With the introduction of our Medicare Part D product, DeanCare Rx, we were experiencing an unprecedented increase in call volume. In an attempt to more effectively keep pace, we more than doubled our phone lines and added more customer service staff. Through these changes we have returned to the high levels of customer service quality that you are accustomed to from DHP. The high level of customer service quality expected from Prescription Solutions, DHP’s 90-day mail-order pharmacy vendor, is also back on track. Prescription Solutions now has a dedicated toll-free number for DHP members. Members can call 800-908-9097 to start receiving their prescriptions through the mail.
We have also changed our business partner for our Specialty Pharmacy program. Navitus Health Solutions is our new injectable medicine supplier. You can find much more information about our Specialty Pharmacy program, including a list of program medications, on our Website, www.deancare.com.
Explore the new look and content of the redesigned Website and let us know what you think. Send comments to webmaster@deancare.com. Use the site to find a doctor, valuable health resources, member benefits information, employment opportunities with DHP and much more.
We hope you like the improvements that DHP is making! As always, I encourage you to contact me with your concerns. You can leave me a message at 800-336-3302, or send me an e-mail at dhp.ceo@deancare.com.
Sincerely,
Robert L. Palmer, P.Eng.
President and CEO
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