Secure Online Communication Helps Providers and Patients Reduce the Cost of Care
Blue Cross of California
In April 2001, Blue Shield of California began reimbursing providers for online consultations with members through RelayHealth service. This innovative service offers doctors and patients the ability to interact regarding non-urgent medical needs using a "WebVisit" – a clinically structured, algorithm-driven interview that captures patient information and provides a concise summary to the clinician.
Program Elements
- The clinician may reply with options based on treatment guidelines, self-care or patient education and may prescribe medications electronically, when appropriate.
- This program also encourages a proactive approach on the part of the patient in the maintenance of their well-being.
- The service enables patients to communicate securely online with their physicians' offices for routine needs, such as appointments, medication refills/renewals, test results and simple questions.
- Blue Shield of California initially targeted PPO physicians with office-based Internet access and at least 75 Blue Shield Plan members.
- A total of 176 physicians and 1,988 Plan members agreed to participate. Initial results suggest significant cost savings as a result of fewer office visits and lower total medication costs.
Program Results
- Physicians and patients reported that the service was easy to use and preferable to an office visit for non-urgent health issues.
- Those who used the service were less likely than others to miss work due to illness and less likely to call their doctors' offices.
- Blue Shield of California has recently expanded this program to include more than 1,000 physicians and additional HMO member groups.
Contact
Tom Epstein, Vice President, Public Affairs, 415-229-5110, tom.epstein@blueshieldca.com
