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Keeping Members Satisfied
M E M B E R S AT I S F A C T I O N S U R V E Y R E S U L T S A R E I N
CIGNA HealthCare of
Indiana has the results
from our member satisfaction survey. Once again
your responses have
given us the information
we need to know what
we do well and what improvements we need to
make. We appreciate your
feedback. Here are a few
things that we have put
in place in response to
your suggestions:
■ We placed a pharmacy
team in each call center. These teams are
equipped to answer
questions about your
pharmacy coverage
and how to get your
prescriptions filled. We
have also implemented
a process to make it
easier for you to be
reimbursed for the cost
of prescription drugs.
This process makes sure
that you are reimbursed
promptly if you pay
out-of-pocket for a prescription drug on the
CIGNA HealthCare
Drug Formulary. We are
also working with the
pharmacies in the
CIGNA HealthCare network to help make sure
that you are not denied
prescription refills.
Now you will receive
one refill and notification that you need
prior authorization for
your next refill.
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Member Services has
new tools that enhance
our ability to answer
your questions and
respond to your concerns. We are also
better able to let you
know about network
and policy updates and
changes to federal
and state mandates
and laws.
We continue to enhance and update our
Web site so that it can
offer you even more
choices and services.
Now you can request a
Primary Care Physician
(PCP) change online,
order mail-order prescription drugs online
with CIGNA Tel-Drug
and find information
about many of our
other programs (such
as the CIGNA HealthCare Well Aware
Program for Better
Health® or the CIGNA
HealthCare Healthy
Rewards®* program).
So check out our Web
site 24 hours a day,
seven days a week at
www.cigna.com.
We have implemented
new programs designed
to help teach members
with certain medical
conditions how to
manage their condition
for better health and
quality of life. One
of these programs,
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available to some
CIGNA HealthCare of
Indiana members, is the
Well Aware program,
which includes programs on asthma, diabetes, low back pain
and heart disease. For
more information,
visit our Web site at
www.cigna.com.
In late summer of this
year we invited CIGNA
HealthCare members
just like you to meet
with us so we could
learn more about how
you feel we’re doing.
The response from
these members was
informative and
helped us plan further
improvements to our
health plan.
In September 2001,
we made it easier for
your physician to get
approval for certain
outpatient procedures
and referrals to specialists for you. Our Provider Services Representatives continually visit
physicians to get their
feedback on new
CIGNA HealthCare
programs, policies and
member concerns and
to talk with their staffs
about these issues.
These are just a few of the
actions that we are taking
at CIGNA HealthCare of
Indiana in response to
We have implemented
the Well Aware programs
for asthma, diabetes,
low back pain and heart
disease.
We’ve increased the
number of tools that
our Member Ser vices
Department can use
to help you.
We continue to enhance
our Web site.
your feedback. If you have
any additional comments
or feedback you’d like to
share with us, please respond to a Member Satisfaction survey or contact
us at the Member Services
number on your CIGNA
HealthCare ID card.
*The Healthy Rewards® program is not available in all states.
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CIGNA HealthCare
We l l - B e i n g
G E T
I N V O LV E D
How to Get Quality Care
The providers and hospitals in the
CIGNA HealthCare of Indiana
network strive to provide quality
health care for you and your family. You also play a big role in making sure that you get the care you
need to stay healthy. These tips
from the Agency for Healthcare
Research and Quality can help you
get quality care:
Speak up. If you have questions
or concerns, ask your doctor or
anyone else involved in your
health care. You have a right to be
informed about every aspect of
your care.
Make sure your Primary Care
Physician (PCP) is in charge.
Having one person who fully
understands your health condition
and medical history makes it easier
for you to get the right care. You
and your PCP can work together to
make sure everyone involved in
your care gets all the necessary
information.
Tell your other health care
providers about your condition.
Many health care providers may be
involved in your treatment. They
need to know as much as possible
about your condition, so tell them
about it.
Do your homework. If your
doctor recommends a test or treatment, be sure to find out as much
as you can about it. Ask your doctor where to find information or
try your local library. You can also
use the Internet, but be sure that
you are using reliable sources.
Make sure your hospital has
experience in treating your
condition. Some hospitals have
more experience with certain procedures than others. Ask your
doctor.
More is not always better.
Find out why a test or service is
needed and how it will help you. It
is possible that you may not need
it, so be sure to consult with your
doctor. If you’re still unsure, get a
second opinion.
Always get test results. If you
have a test taken, don’t assume
that no news is good news. Ask your
doctor to explain the test results.
Being an active participant in your
own health care is important for
getting the care you need. Regular
checkups will help you build a
strong relationship with your doctor and keep you informed about
your health.
REVIEWING AND
IMPROVING
Every year CIGNA Behavioral Health, Inc., evaluates
its Quality Management
Program.
The evaluation reviews all
parts of the program to see
what improvements have
been made in the quality of
care and services provided
or arranged by CIGNA
Behavioral Health. CIGNA
Behavioral Health uses this
evaluation to identify areas
for improvement in the coming year.
If you have mental health
and substance abuse benefits
through CIGNA HealthCare
and would like a copy of the
results of the evaluation,
please call 1-888-800-8849,
ext. 6684.
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Take Charge of Your Health
PROGRAMS FOR ASTHMA, DIABETES, LOW BACK PAIN AND HEART DISEASE
We are happy to introduce the
CIGNA HealthCare Well Aware
Program for Better Health® to
eligible members with asthma,
diabetes, heart disease or low back
pain. These Well Aware programs
can provide you with the self-help
tools and support you need to help
manage your condition, reduce
complications and improve your
quality of life. These programs are
designed to complement the regular treatment of your Primary Care
Physician.
Controlling Diabetes
The Well Aware diabetes program
is designed to provide support and
resources to help you manage your
diabetes. As a program participant,
you’ll receive:
■ information about diabetes
and self-care tools
■ Diabetes Outlook, a periodic
newsletter
■ postcards to remind you when
it is time for important tests,
screenings and exams
■ access to a telephone support
team of diabetes experts
Heart disease is the single largest
cause of death for U.S. men and
women. If you or a covered family
member have had angina (chest
pain), a heart attack, angioplasty,
bypass surgery or congestive heart
failure, the CIGNA HealthCare Well
Aware Program for Your HeartSM
can provide you with the selfmanagement tools and educational
materials you need to help manage
the condition more effectively. Call
1-800-249-6512 to find out if you are
eligible for this program.
Managing Low Back Pain
If you are an eligible member with
diabetes, we encourage you to take
advantage of this program. Call
1-800-249-6512 to find out if you
are eligible for this program.
Having a Healthy Heart
If you have heart disease, the
CIGNA HealthCare Well Aware
Program for Your HeartSM may be
helpful to you.
Breathing Easier
If you or your covered family member has asthma, the Well Aware
asthma program may be a helpful
way for you to learn more about
the condition. The program provides you with the support and
educational materials you need to
help you understand asthma and
manage your symptoms. The materials are age-specific for people
ages 2 to 6, 7 to 12 and 13 to 64.
If you have asthma, this program
can help you take control of your
condition. Call 1-800-894-0086
to find out if you’re eligible for this
program.
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The Well Aware low back pain program is for adults ages 18 to 64 and
addresses both acute and recurrent
low back pain.
As a program participant with
recurrent low back pain, you will
receive the book Protect Your Back.
This book includes exercises, recommendations for low-strain sitting and standing, proper lifting
techniques and more.
If you suffer from acute low back
pain and participate in this program,
you will receive the book Understanding Acute Low Back Problems
and an educational videotape. Call
Member Services to find out if you’re
eligible for this program.
Enrolling in Well Aware
If you are an eligible member and
have asthma, diabetes, low back
pain or heart disease, we will mail
you the Well Aware Program information and materials. We urge you
to review these materials and contact your doctor if you have any
questions.