2005 - Spring

Spring 2005

Arkansas’

Big

Six

~ THE HEALTHY WEIGH! PROGRAM INSERT INSIDE ~~ THE HEALTHY WEIGH! PROGRAM INSERT INSIDE ~

Are

Y O U

at Risk?

Blue & You Spring 2005

Blue Comes Through.

We’re here to meet your

customer service needs

Special Bulletin: My Blueprint registration faster, easierArkansas Blue Cross and Blue Shield, Health Advan-

tage and BlueAdvantage Administrators of Arkansasmembers who want to use “quick registration” for MyBlueprint can enter their health plan IDnumber, name, date of birth and SocialSecurity number (SSN). If we have your

SSN on file in our membership system, we can authenti-cate you immediately and let you into My Blueprint tochoose your own log-in ID and password and then view

your personal health plan information.(For more information, see “BlueOnline” column on back cover.)

Customer Service Surveys:We’re listening to you

As an Arkansas Blue Cross, HealthAdvantage or BlueAdvantage member,you may have received a “contactsurvey” in the mail from us after callingone of our Customer Service telephonenumbers. The survey is designed togive us feedback about our customer service skills. Weappreciate the input from our customers, and you will seechanges based on the results of the survey.

For example, the input we have received concerningMy BlueLine has encouraged us to revamp the system andmake it easier to use for our customers. My BlueLine is anself-service Interactive Voice Response System thatrecognizes speech patterns to help answer questionswhen you call current customer service telephone lines.We believe this is a valuable service for our customersas it is available 24 hours a day, seven days a week.However, your concerns are valid, and we are makingchanges accordingly. You can read about the changes inthe story below.

Overall, the results of our Customer Service surveyhave been very positive:• More than 93 percent of survey respondents felt that

the customer service representative was good orexcellent at “listening to your request” and “main-tained professional/courteous/polite manner.”

• More than 89 percent of survey respondents felt thatthe customer service representative was good orexcellent at “answering questions to member’s under-

standing” and “willingness to help.”• Of those customers who viewed

one of the Arkansas Blue Cross oraffiliated-company Web sites, morethan 87 percent felt that the infor-mation on the Web site was useful.

Some of the comments from the Customer Servicesurvey were as follows:• Keep up the good work.• Been with the company since Jan. 1, 2001, and have

been well pleased with the way claims have beenprocessed.

• Quick service — great.• The representative was very knowledgeable and most

helpful. She provided the answer before I could evenask the question.

• The person who answered my call was very thorough;made sure the information she gave me was accurate.She was well-trained and was pleasant while spekingwith me. Keep up the good work!

• Good health plan for me. I’ve recommended it toothers who have changed to your plan.

• I would like to thank you for a job well done.In appreciation for returning the survey, a random

drawing was held from the returned surveys to award $50Wal-Mart gift cards to nine customers. If you didn’t win,don’t worry, you’ll get another chance. The survey will bemailed out twice per year.

Blue comes through with improved My BlueLineComing soon! When you call one of our Customer Service telephone numbers for Arkansas Blue

Cross and Blue Shield, BlueAdvantage Administrators of Arkansas, Health Advantage or one of ourregional offices, you immediately will be able to choose the option of speaking to a customer servicerepresentative (if you call during regular business hours). Additionally, you will continue to haveaccess to the self-service Interactive Voice Response System 24 hours a day, seven days a week (see5 for more information).

You talked, and we listened. You let us know this new option would be a great benefit to you,and we always are working to improve our customer service for our members.

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is published four times a year byArkansas Blue Cross and Blue Shieldfor the company’s members, health-care professionals and otherpersons interested in health careand wellness.

Vice President of Advertising and Communications:Patrick O’Sullivan

Editor: Kelly Whitehorn — [email protected]

Designer: Gio Bruno

Contributors: Chip Bayer, Tammi Bradley, Janice Drennan,Damona Fisher and Kathy Luzietti

Customer Service Numbers

Little Rock Toll-freeCategory Number (501) Number

State/Public School Employees 378-2364 1-800-482-8416

Medi-Pak (Medicare supplement) 378-3062 1-800-338-2312

Medicare (for beneficiaries only): Part A (hospital benefits) 1-800-MEDICARE (633-4227) Part B (physician benefits) 1-800-MEDICARE (633-4227)

Arkansas Blue Cross and Blue Shield health insurance plansfor individuals and families 378-2010 1-800-238-8379

Arkansas Blue Cross Group Services 378-3070 1-800-421-1112

BlueCard® 378-2127 1-800-880-0918

Federal Employee Program (FEP) 312-7931 1-800-482-6655

Health Advantage 378-2363 1-800-843-1329

BlueAdvantage Administrators of Arkansas 378-3600 1-888-872-2531

Pharmacy Customer Service: Arkansas Blue Cross 1-800-863-5561 Health Advantage 1-800-863-5567 BlueAdvantage 1-888-293-3748 Specialty Rx 1-866-295-2779

For information about obtaining coverage, call:Little Rock Toll-free

Category Number (501) Number

Medi-Pak (Medicare supplement) 378-2937 1-800-392-2583

Health insurance plans forindividuals and families 378-2937 1-800-392-2583

Regional Office locations are: Central, Little Rock;Northeast, Jonesboro; Northwest, Fayetteville; South Central,Hot Springs; Southeast, Pine Bluff; Southwest, Texarkana;and West Central, Fort Smith.

Customers who live in these regions may contact the regional offices orcall the appropriate toll-free telephone numbers above.

Web sites: www.ArkansasBlueCross.comwww.HealthAdvantage-hmo.com

www.BlueAdvantageArkansas.comwww.BlueAndYouFoundationArkansas.org

www.BlueAnnEwe-ark.com

INSIDETHIS ISSUE

~SPRING 2005~


Blue Comes Through ................................... 2Arkansas’ Big Six: Are you at risk? .................. 4The truth about diabetes ........................... 5-6Diabetes Education Program ......................... 7Help for a healthy heart ............................ 8-9Cardiovascular Education Program.................. 9Breathe easier .................................... 10-11Respiratory Education Program .................... 11Low back pain can bring you down ............ 12-13Low Back Pain Education Program ................ 13Lose weight? Eat smart. Exercise more. ..... 14-15The Healthy Weigh! enrollment form .......... insertFast facts on fat ...................................... 15The Healthy Weigh! Education Program .......... 15The importance of prenatal care .............. 16-17The Special Delivery Program ...................... 17What can case management do for you? ......... 18Case management map .............................. 19HealthConnect Blue has the answers ......... 20-21The Pharmacist is in ................................. 21Blue & You readers survey results................. 22Let the games begin … again! ..................... 23Top four customer needs addressed .......... 24-25Introducing BlueSecure ............................. 26Blue & Your Community ............................. 27Blue Online ............................................ 28

Please note: Health Advantage’s address has changed to 320 W. Capitol Ave.,Little Rock, AR, 72201. New fax number for Customer Service is (501) 212-8518.

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To help combat six of the diseases or high-risk conditions that face Arkansans, ArkansasBlue Cross and Blue Shield and its family of

companies have developed healtheducation programs. These programsare designed to give our members thematerials and help they need whenthey face one of what we are calling“Arkansas’ Big Six.”

The six conditions that are thesubject of this issue of Blue & You arediabetes, obesity, low-back pain,respiratory illness, cardiovasculardisease and pregnancy. Pregnancy, ofcourse, is not a disease but forArkansans, it is a high-risk condition.(There are numerous other condi-tions that affect Arkansans, but theseare the first six we have chosen toaddress with our health educationprograms).

Here are some of the statistics that ledArkansas Blue Cross and its family of companiesto focus on these six issues:• Diabetes — Diabetes was the seventh leading

cause of death in Arkansas in 1999. In recentyears, the mortality rate for diabetes in bothArkansas and the United States has risenapproximately 10 percent.

• Obesity — According to a study by theWashington, D.C.-based nonprofit group Trustfor America’s Health, Arkansas ranks sixth inadult obesity among the 50 states. Arkansashas seen a 77 percent increase in obesity from1991 to 2000. If you are obese, it also puts youat risk for Type 2 diabetes, coronary arterydisease, stroke, sleep apnea, digestive prob-lems, cancer and arthritis.

• Low back pain — At some point, nearlyeveryone has low back pain that interfereswith work, routine daily activities or recre-

ation. It is the most common cause of job-related disability and is a leading contribu-tor to missed work. It is the second mostcommon neurological ailment in theUnited States.

ARKANSAS’ BIG SIX:• Respiratory illness — In 1998, Arkansas

ranked fifth highest in age-adjusted death ratefrom pneumonia and flu. In 2000, the No. 1condition among members of Arkansas BlueCross and affiliated companies was sinusitis.

• Cardiovascular disease — In 2001, 29 percentof all deaths in the United States were relatedto heart disease. Approximately 1.1 millionAmericans suffer a heart attack each year.Heart disease and stroke are the No. 1 andNo. 3 causes, respectively, of death in Arkan-sas. According to 2001 mortality data, heartdisease was the most common cause of deathin Arkansas, accounting for 30 percent of alldeaths. Eight percent of all Arkansas deathsare due to stroke.

• Pregnancy — Preterm births are costly andhigh risk for both the baby and mother, andArkansas Blue Cross and affiliated companiesare dedicated to educating our members abouthaving a healthy pregnancy to avoid pretermdeliveries.

Offering tips on Arkansas’ Big Six may helpyou, or someone you love, live a healthier life.

— Sources: Arkansas Department of Health,American Diabetes Association, American HeartAssociation, National Institute of NeurologicalDisorders and American Lung Association

Are you at risk?

DiabetesObesityLow back painRespiratory illnessCardiovascular diseasePregnancy

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(Diabetes, continued on Page 6)

Diabetes in ArkansasDiabetes is a significant health problem in Arkansas.

Arkansans have consistently ranked at or above thenational average for diagnosed diabetes since 1995.Diabetes frequency has increased in Arkansas 15 percentbetween 1994 and 2000, and Arkansas ranks fifth inprevalence of diabetes among the 50 states. Given thetrends in the numbers of theaging in the Arkansas popula-tion, the tendency towardobesity, and the sedentarylifestyle of the majority ofArkansans, this trend willlikely increase.

Diabetes in the United StatesApproximately 18.2 million

people, or 6.3 percent of theentire U.S. population, havediabetes. Of those, 13 millionpeople have been diagnosed,and 5.2 million remainundiagnosed.

Often diabetes goes undiag-nosed because many of itssymptoms seem so harmless.Recent studies indicate thatthe early detection of diabetessymptoms and treatment candecrease the chance of develop-ing the complications ofdiabetes.

The cost of diabetesThe total annual economic

cost of diabetes in 2002 was estimated to be $132 billion,or one out of every 10 health-care dollars spent in theUnited States.

Nationally, direct medical expenditures totaled$92 billion and comprised $23.2 billion for diabetes care,$24.6 billion for chronic diabetes-related complications,and $44.1 billion for excess prevalence of general medi-cal conditions. Indirect costs resulting from lost work-days, restricted activity days, mortality, and permanentdisability due to diabetes totaled $40.8 billion.

Symptoms of diabetesIf you have one or more of these diabetes symptoms,

see your doctor right away:

• Frequent urination• Excessive thirst• Extreme hunger• Unusual weight loss• Increased fatigue• Irritability• Blurry vision

There are two differenttests your doctor can use todetermine whether you havepre-diabetes: the fastingplasma glucose test (FPG) orthe oral glucose tolerancetest (OGTT). The bloodglucose levels measuredafter these tests determinewhether you have a normalmetabolism, or whetheryou have pre-diabetes ordiabetes.

With the FPG test, afasting blood glucose levelbetween 100 and 125 mg/dlsignals pre-diabetes. Aperson with a fasting bloodglucose level of 126 mg/dl orhigher has diabetes.

In the OGTT test, aperson’s blood glucose levelis measured after a fast andtwo hours after drinking aglucose-rich beverage. If thetwo-hour blood glucose levelis between 140 and 199 mg/

dl, the person tested has pre-diabetes. If the two-hourblood glucose level is at 200 mg/dl or higher, the persontested has diabetes.

What is diabetes?Most of the food we eat is turned into glucose, or

sugar, for our bodies to use for energy.The pancreas, an organ that liesnear the stomach, makes ahormone called insulin to helpglucose get into the cells of ourbodies. People with diabeteshave a shortage of insulin or a

The truth about diabetes

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(Diabetes, continued from Page 5)

decreased ability to use insulin. This causessugars to build up in your blood. When diabetes

is uncontrolled, glucose and fats remain in theblood and damage vital organs over time.

Diabetes is a chronic disease that has no cure. Thecause of diabetes is a mystery, although both geneticsand environmental factors appear to play roles. There

are two maintypes ofdiabetes.

Type 1most oftenappearsduringchildhood oradolescence.This type ofdiabetes wasonce calledinsulin-dependentdiabetesmellitus orjuvenile-onsetdiabetes.Type 1diabetesmay accountfor 5-10percent of

all diagnosed cases. Risk factors are less well defined fortype 1 diabetes than for type 2 diabetes, but autoimmuneand genetic factors are involved in the development ofthis type of diabetes.

Type 2 diabetes affects almost 95 percent of peoplewith the disease and most often appears after age 40(although it is being found more in much younger ages,even children and teens). Type 2 diabetes was previouslycalled non-insulin-dependent diabetes mellitus or adult-onset diabetes and may account for 90-95 percent of alldiagnosed cases. Type 2 diabetes is linked to obesity and

physical inactivity — both of which can bemodified to improve health. In

addition, other risk factors includeolder age, family history ofdiabetes, prior history of gesta-tional diabetes, and impairedglucose tolerance.

Gestational diabetes affects

about 4 percent of all pregnant women — about 135,000cases in the United States each year.

Pre-diabetes is a condition that occurs when aperson’s blood glucose levels are higher than normal butnot high enough for a diagnosis of type 2 diabetes. Thereare 41 million Americans who have pre-diabetes.

While diabetes occurs in people of all ages and races,some groups have a higher risk for developing type 2diabetes than others. Type 2 diabetes is more common inAfrican-Americans, Latinos, Native Americans, and AsianAmericans/Pacific Islanders, as well as the aged popula-tion (all races).

Diabetes also contributes to higher rates of morbidity— people with diabetes are at higher risk for heartdisease, blindness, kidney failure, extremity amputations,and other chronic conditions.

Finding out you have diabetes is scary, but don’tpanic. Diabetes is serious, but people with diabe-tes can live long, healthy, happy lives.

To help our members with diabetes, weoffer a Diabetes Health Education Program(see article on next page). To get moreinformation about the program or enroll, call1-800-686-2609 or visit our Web sites. Justclick on the “Members” tab atwww.ArkansasBlueCross.com,www.HealthAdvantage-hmo.com orwww.BlueAdvantageArkansas.com.

— Sources: AmericanDiabetes Association, The Burdenof Diabetes in Arkansas (TheArkansas Diabetes Prevention andControl Network); Behavioral RiskFactor Surveillance System (BRFSS)

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Diabetes Education

Program

If you have diabetes, managing the disease always will be asignificant part of your daily routine until there is a cure. It is a

process that involves you, those close to you, your physician andother caregivers.

Arkansas Blue Cross and Blue Shield, Health Advantage andeligible BlueAdvantage Administrators of Arkansas groups are

pleased to offer free to their members (with diabetes) acommunity-based Diabetes Education Program to furnish

you with information about managing this disease. Uponenrollment in the program, you will receive informationabout diabetes to help you:• Prevent the complications common with diabetes.• Quickly and effectively resolve acute episodes of

illness associated with your diabetes.The Diabetes Education Program connects you with

disease-specific health education information as well aslocal and national resources to keep you informed aboutdiabetes. The program is designed to work in conjunc-tion with you and your physician and provides a compre-hensive approach to educating you about the diabetesdisease process, treatments, screening and self-caretechniques.*

Members currently enrolled in the plan report highsatisfaction rates. According to members who partici-pated in a recent survey:• 96 percent are satisfied with the program;• 93 percent believed the material received was helpful;• 68 percent reported that some of the information

received through the program was new information tothem; and

• 82 percent found the material useful when visitingwith their physician.

To get more information about the program orenroll, call 1-800-686-2609 or visitour Web sites and click on the“Members” tab.

* In addition, services for diabetes self-management training usually arecovered at some level by most benefitplans. Check your benefit plan todetermine your coverage.

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Lifestyle changes can help you have a

healthy heartMore than 58 million Americans have one or more

types of cardiovascular disease and even more are at riskfor developing it. The principal components of cardiovas-cular disease are heart disease and stroke. The first andthird leading causes of death in the United States, thesetwo diseases account for more than 40 percent ofall deaths.

Approxi-mately950,000Americansdie of cardio-vasculardisease eachyear. This isone deathevery 33seconds.Coronary heartdisease is aleading causeof premature,permanentdisabilityamong workingadults. Strokeaccounts for thedisability of more than 1 million Americans and almost 6million hospitalizations every year are the direct result ofcardiovascular disease.

Arkansas is among the 13 states with the highestrates of death due to heart disease and experiences asmuch as 350 deaths per 100,000 people each year.

Research into cardiovascular diseases has helped usbetter understand the risk factors that contribute to thedevelopment of such diseases. Some of the risk factorsare unchangeable, while others are directly related tolifestyle choices.

Unchangeable Risk Factors:• Heredity: Children of parents with

cardiovascular diseases are morelikely to develop one or moretypes of cardiovascular diseasesthemselves.• Gender: Men typically have a

greater risk of heart attack than

premenopausal women and usually have them earlierin life.

• Age: The older we get, the greater our risk grows.Approximately four out of five people who die from aheart attack are over 65.

Changeable RiskFactors:• Smoking: Asmoker’s risk ofheart attack ismore than twicethat of a non-smoker and is thesingle biggest riskfactor for suddencardiac death.• High choles-terol: The risk ofcoronary arterydisease riseswith bloodcholesterollevels.• High bloodpressure: Highblood pressure

increases the heart’s workload causing it to weakenover time. It increases the risk of stroke, heart attack,kidney failure and congestive heart failure.

• Sedentary lifestyle: Physical inactivity increases therisk of cardiovascular diseases. Even modest levels ofphysical activity provide health benefits if doneregularly.

• Obesity: An excessive amount of body fat (measuredby the Body Mass Index) increases the risk of heartdisease even in the absence of other risk factors.

• Stress: Research has shown a direct relationshipbetween chronic stress and coronary heart disease.

• Substance abuse: A history of drug or alcohol abuseincreases the risk of heart attack.

The very first way to manage your risk for develop-ing cardiovascular diseases is to amend your lifestyle toeliminate the changeable risk factors. Eating a healthydiet, getting moderate amounts of exercise, managinghigh blood pressure and reducing stress will significantlyreduce one’s risk. Most importantly, don’t smoke. Your

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Cardiovascular

Education

Program

doctor can help you determine the bestcourse of action for managing your riskfactors.

Experts agree the best first steptoward minimizing your risk for cardio-vascular disease is to educate yourself onthe risk factors and change your lifestyleaccordingly.

To help our members with cardiovas-cular disease, we offer a CardiovascularHealth Education Program (see nextcolumn). To get more information aboutthe program or enroll, call 1-800-686-2609 or visit our Web sites and click onthe “Members” tab.

— Sources: American Heart Association,United States Centers for Disease Control,Yale-New Haven Hospital Web site

If you have been diagnosed withhigh blood pressure (hypertension)and high cholesterol (hyperlipidemia),you are aware that managing yourillnesses is a process that involves

you, those close to you, yourphysician and other caregivers.

Those two conditions are major risk factors for developing heart dis-ease, which may lead to more serious complications, such as heart

attack, stroke and kidney failure.Arkansas Blue Cross and Blue Shield, Health Advantage and

eligible BlueAdvantage Administrators of Arkansas groups arepleased to offer free to their members (with high blood pressureand high cholesterol) a community-based Cardiovascular EducationProgram. Upon enrollment in this program, you will receiveinformation about high blood pressure and high cholesterol thatwill help you:

• Understand your individual risk for heart disease.• Work on lowering the risk factors (within your control) for

heart disease.• Communicate your needs and concerns to your health-care

provider.• Prevent the complications common with these illnesses.

The Cardiovascular Education Program connects you withspecific information as well as local and national resources to keepyou informed about high blood pressure and high cholesterol. Theprogram is designed to work in conjunction with you and yourphysician by providing a comprehensive approach to teachingmembers about the causes of these medical conditions, treatmentsand self-care techniques.

Members currently enrolled in the plan report high satisfactionrates. According to members who participated in a recent survey:

• 96 percent are satisfied with the program;• 92 percent believed the material received was helpful;• 83 percent said that some of the information received through

the program was new information to them; and• 86 percent found the material useful when visiting with their

physician.To get more information about the program or

enroll, call 1-800-686-2609 or visit our Websites. Just click on the “Members” tab atwww.ArkansasBlueCross.com,www.HealthAdvantage-hmo.com orwww.BlueAdvantageArkansas.com.

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Respiratory illnesses and their resulting complica-tions are a serious health concern for Arkansans. Thenegative impact of smoking-related diseases, asthma andallergies, colds, flu and pneumonia account for millionsof dollars in health-care costs each year. Educatingyourself and your family about these illnesses is a goodfirst step in protecting your household. Know the facts,and breathe easier.

Huffing and PuffingWhile some health complications can’t be prevented,

many problems associated with respiratory illness can beavoided, lessened or reversed by making healthierlifestyle choices. One of the most obvious and beneficialchoices you can make is choosing not to smoke — or ifyou already are a smoker, choosing to quit.

Cigarette smoking can kill you. And if you’re asmoker, you also know another awful fact — it is hard toquit smoking. But when you’re ready to kick the habit,here are six simple steps to help you on your way.1. Identify your personal reasons for quitting.2. Set a quit date.3. Identify your barriers to quitting.4. Make specific plans ahead of time for dealing with

temptations.5. Get cooperation from family and friends.6. Utilize your smoking cessation resources. Log on to

the American Lung Association Web site atwww.lungusa.org and utilize the interactive “Freedomfrom Smoking” support group and other materialsavailable, or visit www.stampoutsmoking.com (theArkansas Department of Health’s Web site).

Allergies: Sniffles, Sneezing and SensitivityAllergies are the primary cause of respiratory illness

for many Arkansans. Allergic rhinitis is an inflammationof the mucous membranes that occurs when allergenstouch the lining of the nose. It is characterized bysneezing, congestion, itching and dripping of the noseand itchy, watery eyes. Common allergens associated

with allergic rhinitis are dust mites,pollens from weeds, grasses and

trees, animal dander and molds.

Colds vs. AllergiesMany people may not realize

they have allergies, often attribut-ing their congestion and runny

Breathenose to a cold. Left untreated, allergies can cause moreserious conditions like sinusitis or ear infections. Learnthe differences between allergies and colds:

Allergies• Eyes, ears, nose and/or throat (especially the palate or

roof of the mouth) are itchy.• Eyes may be red and watery.• Sneezing is often repetitive.• Nasal discharge is usually clear and thin.• Fever and achiness are typically absent.• Symptoms tend to be seasonal and are often at their

worst during pollen season (from spring to the firstfrost in the fall).

• Symptoms may last for weeks or months, or may bechronic, depending upon exposure to offendingallergen(s).

Colds• Nasal discharge is usually clear initially, but may

become thick and yellow after several days.• Sneezing is usually sporadic and non-repetitive.• Fever and achiness may be present.• Eyes, ears, nose and/or throat have no or minimal

itching.• Symptoms typically end within 3 to 10 days.

The symptoms of the common cold, iftreated vigorously, will go away in sevendays. If left alone, they will disappearover the course of a week.

— Popular physician witticism

When colds go bad … Influenza and PneumoniaIf you have ever had influenza (better known as the

flu), you know it is no fun. Flu symptoms include: fever,cough, nasal discharge, headache, muscle aches andweakness, shortness of breath, chills, sweating, fatigueand appetite loss. To prevent the flu, get a flu shot. Thevaccine has a 70 to 90 percent success rate in preventingillness in a healthy person under age 65.

Pneumonia can affect anyone at any age. Pneumoniasymptoms include: cough, chills with shaking, fever,fatigue, chest pain, headache, loss of appetite, nausea,vomiting and general discomfort. Additional symptomsthat may be associated with this illness include: short-ness of breath, excessive sweating, clammy skin, rapidbreathing, coughing up blood and abdominal pain. If you

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are at high risk, it is important that you getvaccinated to prevent the illness and anyfurther complications. The vaccine has aprotective efficacy of approximately 60 per-cent. Most people will need one shot that willimmunize them for the rest of their lives.However, some people may need to haveanother vaccine after five years.

Living with AsthmaAsthma is a long-term (chronic) disease of

the respiratory system that causes inflamma-tion and spasm or tightening in the bronchialtubes, which carry air to the lungs. Theinflammation causes periodic episodes ofdifficulty breathing, wheezing, chest tightness,and coughing.

The cause of asthma is not clearly known.It often begins during childhood and may lastthroughout a person’s life. Asthma is morecommon in people who also have allergies.Although it cannot be cured, most people cancontrol their asthma by following a plan they

The misery of a cold or flu istemporary and, in most cases, notserious. These illnesses, however, can lead to more seriousrespiratory infections such as sinusitis or pneumonia. People whoare especially at risk are those whose resistance to infection may below. This group includes smokers; the elderly; and those whosuffer from chronic diseases such as asthma, heart disease,diabetes and kidney disease, or lung conditions such as emphysemaor bronchitis.

Arkansas Blue Cross and Blue Shield, Health Advantage andeligible BlueAdvantage Administrators of Arkansas groups arepleased to offer free to their members (with respiratory illness) acommunity-based Respiratory Education Program. Enrollment inthis program will:• Help you know more about what causes different types of

infections, how they are spread, and how they can be treatedmost effectively.

• Provide information about the actions you can take to prevent orreduce your chances of acquiring respiratory infections.

• Provide more specific information and resources about asthma,sinusitis and bronchitis — and how to manage them.

The Respiratory Education Program connects you with respira-tory disease-specific information as well as local and nationalresources to keep you informed about respiratory health. Theprogram is designed to provide a comprehensive approach toeducating members about respiratory health including prevention,treatment and self-care techniques. More specific information isprovided about sinusitis, flu, pneumonia, asthma and smokingcessation.

Members currently enrolled in the plan report high satisfactionrates. According to members who participated in a recent survey:• 93 percent are satisfied with the program;• 88 percent believed the material received was helpful;• 61 percent reported that some of the information received

through the program was new information to them; and• 73 percent found the material useful when visiting their

physician.To get more information about the

program or enroll, call 1-800-686-2609 orvisit our Web sites. Just click on the“Members” tab atwww.ArkansasBlueCross.com,www.HealthAdvantage-hmo.com orwww.BlueAdvantageArkansas.com.

Easier

(Breathe, continued on Page 26)iiii

Respiratory

Education

Program

Low back pain is one of the most common condi-tions and one of the leading causes of physician visits inthe United States. Americans spend approximately $50billion every year battling back pain. It is the mostcommon cause of job-related disability and a leadingcontributor to missed work. The only neurologicalailment more common in the United States is the head-ache. It is estimated that four out of five Americans willexperience low back pain at some point in their lives.

Back pain comes in two forms, acute and chronic,and is usually in the lower back.

Acute pain: This is the pain that comes on suddenly andwith intensity. It is usually the result of a muscle strainthat can occur with the lifting of heavy objects, suddenmovements or falls.

Chronic pain: This is a recurring pain that may be set offwith any small movement and tends to linger for longperiods of time.

Ironically, the severity of backpain is often unrelated to the extentof physical damage. A musclespasm from a simple back straincan be extremely painful while alarge herniated disc may be

completely painless. The lower

Low back pain can bring youback is simply loaded with structures that have thepotential to cause pain. Large nerve roots going to thearms and legs, smaller nerves that innervate the spine,large back muscles, and ligaments and joints are allcapable of causing pain. As a result, making an accuratediagnosis of back pain is complex. In fact, many types oflow back pain have no known anatomical cause. Thepain is, nevertheless, quite real and needs to be treated.

Common causes of low back pain are:• Lumbar strain: This is a stretching injury to the

ligaments, tendons, and muscles of the lower back.• Nerve irritation: The nerves of the lumbar spine can

be irritated by mechanical impingement or disease.• Lumbar radiculopathy: This refers to nerve irritation

as a result of damages to the discs between thevertebrae.

• Bony encroachment: Any movement or growth of avertebra of the lumbar spine can encroach on theavailable space for the adjacent spinal cord andnerves.

• Bone and joint conditions: This can include problemsfrom birth, wear and tear, or injury.

Other causes of back pain include kidney problems,pregnancy, ovary problems and tumors.

Methods of treating back pain are as varied as thecauses and can range from simple rest to surgery.Fortunately acute pain, which is usually associated with

a muscle strain, can healwith time. This can be afew days or a few weeksdepending on the sever-ity of the strain. How-ever, muscle pain, whichlasts more than a coupleof weeks can lead tomuscle weakness whichcan cause the problem tobecome chronic.

One way to reduceyour risk of back pain isto exercise. As a generalrule, people who areactive and in shape areless likely to suffer fromback pain due to muscle

strains, tears or spasms. An exercise program designed toreduce your risk of low back pain should consist of a

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If you are dealing with theeffects of low back pain,managing your condition is aprocess that involves you, thoseclose to you, your physician andother caregivers. You may be atrisk for, or already have developed,chronic back pain.

Arkansas Blue Cross and Blue Shield, Health Advantageand eligible BlueAdvantage Administrators of Arkansasgroups are pleased to offer free to their members (with lowback pain) a community-based Low Back Pain EducationProgram. The program will provide information to help youmanage your condition. Upon enrollment in the program,you will receive information to help you:• Understand your individual risk factors for chronic back

pain complications.• Work on decreasing pain, improving function, gaining

control over your condition and returning to a normallifestyle.

• Communicate your needs and concerns to your health-care provider.

• Prevent the complications common with back pain.The Low Back Pain Education Program connects you

with specific health education information as well as localand national health resources to keep you informed aboutmanaging back pain. The program is designed to work inconjunction with you and your physician by providing acomprehensive approach to teaching you about the causesof back pain, treatments and self-care techniques.

Members currently enrolled in the plan report highsatisfaction rates. According to members who participated ina recent survey:• 88 percent are satisfied with the program;• 82 percent believed the material received was helpful;• 70 percent reported that some of the information received

through the program was new information to them; and• 73 percent found the material useful when visiting with

their physician.To get more information about the

program or enroll, call 1-800-686-2609or visit our Web sites. Just click onthe “Members” tab atwww.ArkansasBlueCross.com,www.HealthAdvantage-hmo.com orwww.BlueAdvantageArkansas.com.

combination of stretching, strengtheningand aerobic conditioning.

To help our members with their lowback pain, we offer a Low Back PainHealth Education Program (see nextcolumn). To get more information aboutthe program or enroll, call 1-800-686-2609 or visit our Web sites and click onthe “Members” tab.

— Sources: National Institute ofNeurological Disorders, Federal DrugAdministration,www.spine-health.com,www.MedicineNet.com

Low Back Pain

Education

Programdown


13

Losing weight is not easy. Just ask anyone who’sbeen on a diet. It takes dedication and willpower. Manypeople lose weight on weight-loss programs only to gainit back. So what is the answer to permanent weight loss?Eating smart and exercising more.

More than 62 percent of Americans are overweight orobese. Researchers fault many things — from the preva-lence of fast foods to lack of physical education classes inschools — but no matter what the cause, there is plentyof blame to go around.

The Fat Facts• Americans spend $117 billion per year on obesity-

related illnesses.• Half of all obese adults have hypertension.• Two-thirds of Americans are overweight.• Arkansas ranks 15th in the nation in terms of obesity

prevalence.• A child with one overweight parent has a 40 percent

chance of being overweight; with two overweightparents, it’s 80 percent.

• Arkansas has seen a 77 percent increase in obesityfrom 1991 to 2000.

• Weight reduction of 10 percent can help an overweightadult reduce lifetime medical costs between $2,200and $5,300.

According to the U.S. Surgeon General, if you areoverweight or obese, losing just 10 percent of your bodyweight can improve your health and reduce your risk forheart disease, certain types of cancer, Type 2 diabetes,stroke, arthritis, breathing problems and psychologicaldisorders such as depression.

Tips for weight lossMake healthy choices a habit. Make a commitment toeat well, move more, and get support from familyand friends.

Remember to be realistic about your goals. If you try toreduce the calories, fat, saturated fat, and

sugar in your diet AND, at the sametime, try to make a drastic change in

your physical activity level, youmay be setting unachievable goals.

Conduct an inventory of yourmeal/snack and physical activity

patterns. Keep a food and activity

journal. Write down not only what you ate, but where,when, and what you were feeling at the time. You willsee what triggers your hunger and what satisfies yourappetite.

Eat at least 5 servings of vegetables and fruits per day. Ifyou’re adding fruits and vegetables to your diet, trysubstituting them for higher calorie, less nutritious foods.Cut down on sodas and high-sugar content fruit drinks.

Eat foods that are high in fiber to help you feel full.Whole grain cereals, legumes (lentils and beans), veg-etables, and fruits are good sources of fiber that mayhelp you feel full with fewer calories.

Prepare and eat meals at home. This is a great wayto save money, eat healthy, and spend time withyour family.

Start by using a scale and measuring cup to serve yourfood. Read food labels to determine serving sizes. Onebowl of cereal may actually be two 3⁄4-cup servings. Asmall frozen pizza may contain up to three servings(check the nutrition information label). This could addup to more calories than you think you’re getting.

Choose snacks that are nutritious and filling. A piece offresh fruit, cut raw vegetables, or a container of low-fatyogurt are excellent (and portable) choices to tide youover until mealtimes.

Want to lose weight?Eat smart. Exercise more.


14

Take your time! Eat onlywhen you are hungry andenjoy the taste, textureand smell of your meal asyou eat it. Remember, it takes approximately 15 minutes for your stomach tosignal your brain that you are full.

If you choose to eat out, remember to watch your portions. Portion sizes atrestaurants (including fast food) are usually more than one serving, whichcan result in overeating. Choose smaller portion sizes, order an appetizerand a leafy green salad with low-fat dressing, share an entree with a friend,or get a “doggy bag” and save half for another meal.

Forgive yourself. If you occasionally make mistakes, don’t give up! Forgiveyourself for making that choice, and keep working on it.

Remember physical activity! Aim for at least 30 minutes (adults) or 60minutes (children) of moderate-intensity physical activity five or more daysof the week.

To lose weight, you must take matters into your own hands by eatingsmart and exercising more to help you live a longer, healthier life.

To help our members with their weight loss efforts, we offer The HealthyWeigh! Education Program (see next column). To enroll in the program,complete the enrollment form, sign it and return in the self-addressed,postage-paid envelope included in this issue of Blue & You. For more infor-mation, call 1-800-686-2609.

— Sources: Time, Newsweek, U.S. News and World Report,www.msnbc.com, WebMD, Arkansas Department of Health, Centers forDisease Control and Prevention, American Dietetic Association andForbes.com

• It is estimated that 400,000 people die prematurely each year from obesity-relateddiseases. The is 10 times more than die on our highways and three times morethan die from breast, colon and prostate cancers combined.• Approximately one-third of all American adults are 30 pounds or more overweight.On average, someone 30 pounds or more overweight will die six years earlier thantheir normal-weight friends.

• Since 1980, the number of obese children has tripled. These children are 11times more likely to be obese as adults and are much more likely to die prematurelyas adults.

FAST FACTS ON FAT


15Are you

ready to make a change in yourweight? Arkansas Blue Cross andBlue Shield can help!

If you are an Arkansas BlueCross, Health Advantage orBlueAdvantage Administrators ofArkansas member, you are eligibleto participate in The HealthyWeigh! Education Program. Theprogram is free to members.

The information availablethrough this program is based on theguidelines set forth by the NationalInstitutes of Health Obesity EducationProgram. As a participant in thisprogram, you will receive educationalinformation in the mail includinghealth tips, a BMI chart, a list ofwellness discounts and much more.

To enroll, simply complete, signand return The Healthy Weigh!enrollment form in the self-addressed,postage-paid envelope inserted inBlue & You next to this article. Afterenrollment, you will begin to receiveinformation through the mail, whichyou can read and use in the privacyof your own home, and at your ownpace. The program is completelyvoluntary, and you may leave theprogram at any time. If you havealready enrolled, it is not necessaryto enroll again. If youhave further questions aboutthe program, callthe HealthEducationProgramtoll-free at1-800-686-2609.

16One of the best ways to promote a healthy preg-

nancy is to get early and regular prenatal care (the careyou receive while you’re pregnant). Prenatal care isimportant because, by seeing you regularly, your health-care provider has the best chance to detect and treat anyproblems as soon as possible. Other problems also mightbe prevented.

Women who see a health-care provider regularlyduring pregnancy have healthier babies, are less likely todeliver prematurely and are less likely to have otherserious problems related to pregnancy. It doesn’t matterif this is your first, second or fifth pregnancy — it isimportant to see a health-care provider during yourpregnancy. Many studies have shown prenatal care isas beneficial for the health of mothers as it is fortheir babies.

Prenatal care is more than just health care, it oftenincludes education and counseling about how to handledifferent aspects of pregnancy, such as nutrition andphysical activity, what to expect from the birth itself andbasic skills for caring for your infant.

Prenatal visits also give you and your family achance to talk to your health-care provider about anyquestions or concerns you have related to your preg-nancy, birth or parenthood.

Some health-care providers recommend that awoman who is only thinking about getting pregnant seea health-care provider about preconception health. Thereare steps she can take (such as taking folic acid everyday) to reduce the risk of certain problems.

The U.S. Public Health Service recommends thatwomen of childbearing age get at least 400 micrograms(mcg) of folic acid each day through food sources orsupplements. For women who are thinking about gettingpregnant, health-care providers recommend supplement-ing the diet with folic acid for three months beforepregnancy and then for at least the first three months ofpregnancy. Prenatal vitamins are a good way to get extrafolic acid into the diet.

Here are some other waysto take care of yourself and the

precious new life growinginside you:• Continue taking your multivita-

min with 400 (mcg) of folic acidevery day.

• Eat a healthy diet that includes fruits, vegetables,grains and calcium-rich foods. Choose foods low insaturated fat.

• Unless your health-care provider advises against it, tryto be physically active for 30 minutes most days of theweek. If you are pressed for time, you can get youractivity in 10 minute segments, three times a day.

• If you smoke, drink alcohol, or use drugs, STOP. Thesecan cause long-term damage to your baby.

• Ask your health-care provider before taking anymedicine, even over-the-counter medicines. Somemedicines are not safe to take during pregnancy.

• Avoid hot tubs, saunas and X-rays during pregnancy.• Do not empty the cat litter when you are pregnant. It

may contain a parasite that causes an infection calledtoxoplasmosis, which can cause birth defects. Also,use gloves when working in garden areas used by cats.

• Don’t eat uncooked or undercooked meats or fish.• Stay away from toxic chemicals like insecticides,

solvents (like some cleaners or paint thinners), leadand mercury. Most dangerous household products willhave pregnancy warnings on their labels. Ask yourhealth-care provider about products if you are unsure.

• Limit or eliminate your caffeine intake from coffee,tea, sodas, medications and chocolate.

• Many women continue working through pregnancy.Staying active might help you stay healthier. If youhave a question about the safety of your particular job,talk with your health-care provider.

• Get informed. Read books, watch videos, go to achildbirth class and talk with experienced moms.

• Ask your health-care provider about childbirth educa-tion classes for you and your partner. Classes can helpyou prepare for the birth of your baby.

Remember the goal of prenatal care is to help youdeliver a healthy, full-term baby. No one knows exactlywhy women who get early and regular prenatal care havehealthier pregnancies and healthier babies, but we know

The importance of

prenatal care

The importance of

prenatal care


17The Special Delivery Program is

a prenatal care program offered as anadditional benefit to our members. Theprogram is designed to help ourmembers have healthier pregnancies. Itwas created with three strategies inmind — education, assessment andintervention — to educate the expectant mother in the prevention ofpreterm births secondary to high-risk prenatal conditions.

The Special Delivery program is available to Arkansas Blue Crossand Blue Shield, Health Advantage and eligible BlueAdvantageAdministrators of Arkansas members regardless of their pregnancy-risk status.

The program is free to expectant mothers. Once registered, eachexpectant mom will receive educational material and coupons bymail to encourage good health practices during pregnancy, includingmaterials to increase her awareness of symptoms that may signalpreterm labor.

The Special Delivery nurse can assist in coordinating coverage ofhome-health care in lieu of hospitalization for the high-risk patientwhose physician feels she would benefit from this alternative care.Through case management, we can provide coverage of services thatare not normally offered, such as skilled-nursing assessments andnursing-assistant care in the home for conditions including preg-nancy-induced hypertension, diabetes mellitus and preterm labor.

How To EnrollExpectant mothers should enroll by the 14th week of pregnancy.

The expectant mother will complete a risk assessment by answering aseries of basic questions. The questions are designed to identifyfactors that may put the mother and/or baby at risk. If risk exists, theexpectant mother is followed throughout her pregnancy to determineif home health care is appropriate.

Online enrollment is available through My BluePrint, our memberself-service center. For more information, please call 1-800-742-6457or 501-379-4680 (Little Rock) or [email protected].

NOTE: No member should ever rely on any advice or information from theSpecial Delivery nurse as a substitute for the advice of her own physician.The Special Delivery program is not a substitute for thehealth-care services and advice of her physician anddoes not assume responsibility for her medical careor advice. It is intended solely to provide generaleducation as well as assistance in accessing health-plan benefits related to her pregnancy. You shouldalways consult your own physician and follow hisor her advice and direction with respect to all aspectsof your or your child’s medical care.

it works. Schedule and keep your prenatalvisits. Do it for yourself — and your baby.

To help our expectant mothers, ArkansasBlue Cross and Blue Shield, Health Advan-tage and BlueAdvantage Administrators ofArkansas offers the Special Delivery Pro-gram. To get more information about theprogram, online enrollment is availablethrough My BluePrint, our member self-service center. For more information, pleasecall 1-800-742-6457 or 501-379-4680 (LittleRock) or [email protected].

— Sources: The National Institute of ChildHealth and Human Development (NICHD),National Women’s Health Information Center(NWHIC) and the March of Dimes

Special Delivery Added Benefit for

Expectant Mothers



18When you need it, case management is a powerful

tool available to support members and their families asthey navigate the health-care system.

Case management services from Arkansas Blue Crossand Blue Shield and its affiliated companies can providethe following value-added benefits. Case managementcan help:• Maximize the benefits available under your health

benefit plan.• Provide health education to empower you and your

family to self-manage aspects of your care as deemedappropriate by your physician.

• Help you to better understand and deal with thecomplexities of the health-care system and yourhealth-plan benefits.

• Identify cost-effective alternatives to high-cost treat-ment settings such as hospitalization.

Case management is a cooperative process betweenpatients, their families, their doctors and nurses, andtheir health insurance company. The process is to assess,plan, facilitate and advocate for options and servicesdesigned to meet the patient’s health-care needs throughcommunication and available resources to promote cost-effective outcomes.

In consultation with the member’s physician, a casemanager works with family members, hospitals andvarious home health-care providers to coordinate care.

Our case managers are operating under a new,improved pro-active philosophy, which encompassestraditional case management as well as disease manage-ment. Case managers will provide educational materialsand work to assist members in managing their health.

The new philosophy makes case managementavailable to all members, no matter what their health-care needs. Members do not have to be suffering fromchronic or acute conditions to be eligible for certainservices — such as educational materials or guidancethrough the health-care system.

All Arkansas Blue Cross and Blue Shield, HealthAdvantage and eligible BlueAdvantage Administrators ofArkansas members may receive help from case managersthroughout Arkansas. They are located in all sevenregions, and are, literally, at your service through asimple telephone call.

Who are the case managers?On the following page is a list of the Arkansas Blue

Cross regional case managers and medical affairs manag-

ers. Additionally, the map outlines the counties theyserve. Please call the case managers at the toll-freenumbers listed with the map when you need helpnavigating the health-care system, have questions aboutyour health-care needs or need health information toassist you in making good health-care decisions.

An RN designation means that all of our casemanagers are registered nurses. A CCM designationmeans that those case managers are Certified CaseManagers. To earn this designation, case managers mustaccomplish specific educational requirements, possessgood moral character, meet acceptable standards ofpractice, hold a license that is based upon the applicanthaving taken an examination in the area of educationalspecialization and much more. All case managersemployed by Arkansas Blue Cross are required to obtaintheir CCM designation within two years of employment.

The Case Management Program at Arkansas BlueCross is accredited by the Utilization Review Accredita-tion Commission (URAC). A URAC accreditation ensuresour customers that our case management services are ofthe highest quality. The URAC standards cover severalcritical operational categories for any qualified manage-ment program, including staff structure and organization,staff management and development, information man-agement, quality improvement, oversight of delegatedfunctions, organizational ethics and complaints.

— Sources: Case Management Society of America, URACand Continuing Care News, December 2004

do for YOU?What can case managementWhat can case management


19#1 Central Region — 1-800-225-1891 Ext. 2-4668 (Little Rock)Medical Affairs ManagerBetty Bryant, RN, CCM

Case ManagersKay Beckman, RN, CCMBrenda Strange, RN, CCMMarty Usrey, RN, CCMKelly Richards, RN, CCMJoAnn Runnells, RN, CCMMona Davis, RN, CCMSheila Bulloch, RN, CCMSusan Trulove, RNVeranda York, RNDawn Staats, RN, CCM

#2 Northwest Region — 1-888-847-1900 (Fayetteville)Medical Affairs ManagerClaudia Gardner, RN, CCM

Case ManagersTresha Jacky, RN, CCMPaulette Mar, RN, CCM

#3 Northeast Region — 1-800-370-5861 (Jonesboro)Medical Affairs ManagerRuth Ann Harp, RN, CCM

Case ManagersMartye Nelson, RNDolly Sullins, RN

#4 Southeast Region —1-800-588-5722 (Pine Bluff)Medical Affairs ManagerHelen Williams, RN, CCM

Case ManagerRochelle Nix, RN, CCM

#6 South Central Region — 1-800-817-7924(Hot Springs)Medical Affairs ManagerKaren Bell, RN, CCM

Case ManagerPat West, RN, CCM

#7 West Central Region —1-800-299-4060 (Fort Smith)Medical Affairs ManagerSandee Chaddock, RN, CCM

Case ManagersMark Blaty, RN, CCMSandi Cochran, RN, CCM

#5 Southwest Region – 1-800-470-9621 (Texarkana)Medical Affairs ManagerPriscilla Newton, RN, CCM

Case ManagersMelissa Crow, RN, CCMCheryl Loveless, RN, CCM

Need a casemanager?Call us.

Need a casemanager?Call us.

20


HealthConnect Blue is a confidential health informa-tion service that puts members in touch with HealthCoaches by telephone and offers health informationonline — to help members make more informed deci-sions about their health care.

Currently, all Health Advantage, some Arkansas BlueCross and Blue Shield and eligible BlueAdvantageAdministrators of Arkansas members* have access toHealthConnect Blue.

Members can call a toll-free number (1-800-318-2384) to speak with a Health Coach to get the supportand health information theyneed 24 hours a day, sevendays a week. Health Coachesare specially trained healthprofessionals such as nurses,respiratory therapists anddietitians. Members may callas often as they like at nocost. A Health Coach can helpyou work with your doctor tomake health decisions that areright for you.

Members also can access free health informationonline by using the HealthConnect Blue link online atwww.HealthAdvantage-hmo.com,www.ArkansasBlueCross.com orwww.BlueAdvantageArkansas.com.

As an member of this program, you can:• Speak one-on-one with a Health Coach 24 hours a day,

seven days a week.• Receive personalized follow-up calls with a Health

Coach about a chronic condition or other healthconcerns.

• Have educational materials mailed to your home, atno charge.

• Visit the Health Advantage, Arkansas Blue Cross orBlueAdvantage Web sites to review a health encyclope-dia containing in-depth health information on morethan 1,900 clinical topics.

“When it comes to dealing with health problems,most people benefit from information to help them learnmore about their conditions,” said Clement Fox, M.D.,medical director of Health Advantage. “Many wantsupport to help them take an active role in making thechoices that are right for them. As always, we encouragemembers to talk with their physicians to discuss all of

their health-care needs. Members who participate inHealthConnect Blue may find that the information andsupport they receive helps them make informed decisionsconcerning their health care while strengthening theirrelationship with their physician.”

HealthConnect Blue provides members the followingservices:• A Health Coach to talk to anytime, day or night, 24hours a day, seven days a week

Health Coaches provide health information andsupport so members can work more effectively with theirdoctors. They may also refer members to an appropriateHealth Education Program or for case management.Health Coaches do not provide medical advice. Memberswith urgent needs that require immediate medicalattention are (as always) urged to call their physician,contact their local 911 or emergency service, or go to anearby emergency room, as the need requires.• Personalized follow-up calls with a Health Coachabout a chronic condition or other health concerns

A Health Coach can help provide a better under-standing of how to manage members’ conditions andother topics that are important to them, as well as howthey might prepare for the next visit with their health-care provider.• Educational materials mailed to member’s home, atno charge

If a member needs tips on lowering cholesterol,information about a low-salt diet, a heart condition, lungcondition or diabetes, Health Coaches withHealthConnect Blue can send him or her informationfrom nationally recognized sources on a wide variety oftopics. Videotapes are available on specific topics such asbreast cancer, prostate cancer and low back pain. Allmaterials are for members to keep at no cost to them.• Easy Internet access to an “encyclopedia” of valuablehealth information

Members may access HealthConnect Blue online bylogging on to My Blueprint on our Web sites. Easy-to-understand articles on thousands of health topics areeasy to access. A Health Coach is available to ask forinformation to be mailed to a member’s home if themember does not have Internet access. An audio libraryalso is available, via telephone, for members to listen tomore than 470 health-care topics, from arthritis andanxiety to pneumonia and immunizations. HealthCoaches are available to answer questions from themember after listening to the audio messages.

When you have a question

HealthConnect Blue has the answer

The Pharmacist is inDo you have any questions?

The Pharmacist is inDo you have any questions?


21 Medication Compliance

Making good things happen is the intended outcomewhen a physician establishes a medication regimen for apatient. We go to the doctor because some part of ourbody is in pain or is not functioning properly. Theproblem may be a minor discomfort or a pronouncedpain that is aggravating and bothersome, but we want toknow what it is, and we want it fixed. We incur anexpense with this decision, but we accept that as neces-sary and acceptable in order to relieve the discomfortand be assured that the occurrence is nothing seriousthat may lead to bigger problems later. We usually expecta clear diagnosis and some medication to fix the prob-lem. We have some anxiety, but we always hope theproblem is simple and easily correctable.

Prescription medications can be the answer to ourproblem but, they do not work well when not takenproperly. Patients should receive information from theirphysician and their pharmacist about taking their medi-cation properly. The following reasons lead to poorcompliance: side effects may surprise a patient andsometimes interrupt therapies; feeling better too soonafter starting a medication may give the impression thata patient is rid of the problem; and sometimes patientsjust get tired of taking pills.

Taking into consideration that the doctor consideredthe therapy important, and we paid hard-earned moneyto get the diagnosis and prescription, why in the worldwould we decide to stop the prescribed therapy withoutconsulting the doctor? Compliance means that the patientis continuing a prescribed treatment as intended and

directed by their doctor. To comply means we are placingour confidence in the medical professional who hasprescribed the therapy, and we trust their judgment.Proper compliance usually produces good outcomes,although some prescribed therapies may need to bereevaluated and possibly modified or changed. Noncom-pliance usually means someone is forgetful, undisci-plined or uneducated about the importance of “followingthe doctor’s orders.” This can then lead to wastedmoney, another doctor visit, and, on occasion, seriousconsequences due to stopping the medication too soon.

Compliance is important. There is no partial compli-ance or interrupted compliance. We’re either compliantor noncompliant. We either take the medication asdirected or we don’t. What do we say when we go backto the doctor and are asked, “Did you take the medi-cine?” implying “as I directed?” Do we tell the truth? Ifwe don’t, we are posing a mystery to the person we wantto treat our medical condition. If we were noncompliantand don’t admit it, the doctor has to assume the medi-cine was ineffective, but, in reality, we made the medica-tion ineffective by being noncompliant.

Compliance with a prescribed medication regimen isimportant to ensure the effectiveness of that therapy or todetermine what next to do if that therapy failed. Non-compliance means we didn’t give the therapy a chance towork properly. Noncompliance usually means that wewasted our time, our money and may even be subjectingourselves to additional harm by not doing our part.Compliance is a responsibility of the patient.

What are our members saying about HealthConnect Blue?

“By working with their health-care provider andHealth Coach, we believe HealthConnect Blue will betterprepare our members to manage their health and makeinformed, confident health-care decisions,” said Dr. Fox.

Being well informed is the first step in taking chargeof your health. There is no better place to start than witha HealthConnect Blue Health Coach. Call today!

* Includes all Health Advantage HMO members, all public schoolemployees and state employees covered by Arkansas Blue Cross orHealth Advantage, eligible BlueAdvantage Administrators ofArkansas members, and individual and group members who havean HSA or HRA product.

Following are excerpts of actual comments frommembers:

“I want to commend the Health Coach who really allayedmy fears about my health condition. This is the first timeI have used this service, and I really appreciate it. It hasbeen a Godsend. Thank you very much.”

“I have been working with the Health Coach. My husbandand I have both called the Health Coach because I havelower back pain due to an injury. It has made a big

(Comments, continued on Page 26)

22


Readership Survey Results: Members appreciate health information

According to our annual Blue & You readershipsurvey, this effort by Arkansas Blue Cross and BlueShield (and affiliated companies) to supply its memberswith in-depth health-and-wellness and health insuranceinformation is appreciated by ourmembers. Blue & You readers sent themessage that they appreciate Blue & You,and have made changes in their lifestyledue to the information they have receivedin Blue & You.

The Autumn 2004 issue had areadership survey enclosed for membersto return with comments, and customersgave Blue & You an average of 4.32 on afive-point scale (with five being thehighest rating) in the “Value” category.Survey respondents gave Blue & You anaverage satisfaction rate of 4.53 in the“Helpful” category and a 4.49 in the“Attractive” category.

For the second year in a row, we asked an additionalquestion to our members, which required a simple “yes”or “no” response. The question was, “Have you made ahealthy change in your behavior because of somethingyou’ve read in Blue & You?,” and 81 percent of surveyrespondents answered “yes” to that question.

More than 880 members responded to the survey,and more than 500 of the survey respondents took timeto write additional comments, 98.4 percent of whichwere positive.

Comments included:• “Unlike some health magazines, Blue & You is easy to

read and easy to understand.”• “I was going to call and say how much I enjoyed it

and lo and behold — here comes a survey.”• “I count my calories since Blue & You and corrected

my diet.”• “It’s great! We subscribe to Prevention magazine, and

honestly, Blue & You is just as good — or better!”• “I have lowered my cholesterol by 50 points. Thanks

for bringing it to my attention.”• “I keep all my Blue & You magazines to refer back to.

Thank you for caring about mine and my family’shealth.”

Web Survey Results: Most respondents find sites usefulMore than 465 members participated in the 2004

Web survey by returning the card enclosed in theAutumn 2004 issue of Blue & You.

About 73 percent of those who had visited the Websites found them useful. They gave the sites a rating of 4or 5 on a five-point scale (with 5 being the highest rating).

The total number of respondents withaccess to the Internet increased from 64percent in 2003 to 79 percent in 2004.Only 27 percent were not aware of thesites, compared to 56 percent in 2001, thefirst year the survey was done.

The features respondents found mostuseful were “Provider Directory,” “HealthPlans & Services” and My Blueprint. Thethree top features members said theywould like to see on the sites were:

1. Review benefits.2. Access health-and-wellness

information.3. View out-of-pocket accumulation.

Benefit summaries are available now forBlueAdvantage Administrator of Arkansas and HealthAdvantage members. Health-and-wellness information isonline for those members who have HealthConnect Bluethrough My Blueprint. Out-of-pocket accumulation isavailable through My Blueprint for BlueAdvantagemembers.

The survey results are used to help guide Web sitedevelopment to make the sites more useful and beneficialto members.

Gift card winners!From the Blue & You satisfaction survey, we

randomly selected three winners who each received a$50 gift card to Wal-Mart. The winners were SandraJenkins of Jonesboro, Dara Bigger of Marion andDeborah Wallace of Piggott.

From the Web site satisfaction survey respondents,we also randomly selected three winners who eachreceived a $50 gift card to Wal-Mart. The winners wereMike Whitman of Hot Springs, Kristie Patton ofArkadelphia and Stacy Wharry of Bella Vista.

A special thanks to all of our readers who took thetime to send in your surveys and comments.

Blue & You readerspraise magazine, Internet services

23


For the second year, Arkansas Blue Cross and BlueShield employees challenged the Arkansas Department ofHealth employees to a fitness “fight.” And other organi-zations in Arkansas also plan to battle for better health.

The 2005 Arkansas Fitness Challenge officiallykicked off on March 1 and runs through May 31. SharonAllen, president and chief operating officer of ArkansasBlue Cross and reigning “Queen of Fitness,” and FayBoozman, M.D., director of the Arkansas Department ofHealth, again are serving as corporate champions fortheir respective camps in the contest.

Last year, almost 2,700 employees from the twoentities participated in the competition and recordedpositive fitness levels and health improvements as aresult. Among the Challenge participants responding to apost-Challenge survey, 19 percent indicated that theirhealth status had “greatly improved” during the contest,and 61 percent of the respondents said their health statushad “somewhat improved.”

Of the respondents, 32 percent said they reachedtheir own personal goal to “begin exercising;” 44 percentsaid they reached their goal to “increase exercising;” and31 percent to “lose weight.” Eighty-nine percent said theyincreased their exercise tolerance during the contest, and98 percent said they would participate in future programslike the Arkansas Fitness Challenge.

Because of the 2004 contest, a kit was developed tohelp other organizations construct and carry out contestsof their own. Almost 400 requests for the ArkansasFitness Challenge Employee Fitness Contest Kit havebeen received since it became available late last fall.

“The results for our employees participating in the2004 Challenge were better than we ever imagined,” saidAllen. “And we are thrilled with the response we havereceived regarding the Employee Fitness Contest Kit.” ForArkansas Blue Cross and the Department of Health, ourimmediate goal with the Arkansas Fitness Challenge wasto begin to make a difference in the physical health ofArkansans, starting at home with our own employees.Our long-term goal was to help other employers. Ourhope was that the Challenge would have a ripple effect— improved fitness for our employees, spilling overinto their families and friends, and then out intothe state.

“The Arkansas Fitness Challenge helped us get upand get moving!”

Among the groups participating in the 2005 Arkansas

Let the games begin . . . again!

Fitness Challenge (Marchthrough May) are:

• St. Bernards MedicalCenter vs. ArkansasState University(Jonesboro)

• Baker Elementary School employees vs. Old HighMiddle School employees (Bentonville)

• The Booneville Human Development Center vs. theBooneville Hospital (now a countywide contest inLogan County)

• Dardanelle Public School District (four-schoolchallenge)

• Hot Springs Health and Fitness vs. the JessievilleSchool District

• Little Rock Housing Authority vs. North Little RockHousing Authority

• Stanford Insurance vs. Bismarck High School (andother clients)

Groups or companies conducting internal contests,include: A-Test Consultants (North Little Rock), CabinRural Health Services (Hampton), CHRISTUS St.Michael’s Health Systems (Texarkana), Crystal HillElementary (North Little Rock), England Dryer/Elevator,Evening Shade Schools, Jiffy Print (Fort Smith), HartCenter (Fairfield Bay), Holy Angels Convent (Jonesboro),House of Prayer Church (Pine Bluff), International Paper(Pine Bluff), Ken Rash of Arkansas (Little Rock), LionsWorld Services for the Blind (Little Rock), Mercy HealthSystems (Rogers), Navigator Telecommunications (NorthLittle Rock), Potlatch Resource (Warren), Prestolite Wire(Paragould), Springhill Surgical Center (North LittleRock), Twin City Bank, Vera Lloyd Presbyterian Homefor Children (Monticello), Central High School (WestHelena School District), and Pilgrim Lutheran ChurchWellness Group.

The Employee Fitness Contest Kit is free andavailable to download at: www.ArkansasBlueCross.com,www.HealthAdvantage-hmo.com, orwww.BlueAdvantageArkansas.com. Go to the “Employ-ers” section and click on the kit logo.

24 “Blue comes through” in responding“Blue comes through” in respondingYou talk. We listen.You, our members, tell us that four things are very

important to you when it comes to being satisfied customers.You want:1. More affordable health insurance options.2. More information about your benefits and staying healthy.3. Your claims paid quickly and accurately.4. Any problems resolved quickly and conveniently.

Here are some of the ways that “Blue comes through” inmeeting these needs.

1. New, More Affordable PlansWhatever your budget or your coverage needs, we have a

plan for you. In addition to our full menu of traditional majormedical, PPO, HMO and POS plans, we’ve introduced severalnew health plans that make health care even more affordable:For Individuals and Families• Short-Term Blue is for individuals and their families who

find themselves temporarily uninsured and in need ofshort-term health insurance coverage.

• BasicBlue® is designed to meet thebasic need for health insurance at acost that’s easy to budget. Since youshare a greater portion of your health-care costs than you would with otherhealth plans, your monthly premiumsare significantly lower.

• Blue Solution PPO is perfect for theconsumer who’s looking for a doctorvisit copay, prescription drug cover-age and a wide range of deductibles.

• HSA Blue PPO is the product youneed if you’re looking for an afford-able, qualified high-deductible health plan that will let youtake advantage of the tax savings available through a healthsavings account (HSA).

For Employer Groups• Blue~by~design HSA is the product you need if you’re

looking for an affordable, qualified high-deductible healthplan that will allow your employees to take advantageof the tax savings available through health savingsaccounts (HSA).

• Blue~by~design HRA is a consumer-driven health planthat gives your employees more control over how theirhealth-care dollars are spent; more flexibility in managingout-of-pocket costs; more choice of network and out-of-network providers; and the ability to roll over eligible,

unused dollars into the next year for future health-careexpenses.

• Open Access Point of Service is an innovative group planfrom Health Advantage that is a hybrid of traditional HMOcoverage and POS benefits. The plan provides coverage forpreventive and routine services, in-network specialtyservices (without the need for a referral) and out-of-network options.

• MyChoice Blue enables your company to offer eachemployee (whether two or 200) the opportunity to selectfrom one of four benefit plans.

• Group BasicBlue® provides essential coverage for youremployees at a much lower cost to your company. Eachemployee receives a $1 million lifetime maximum benefitfor covered services and the freedom to use any health-careprovider.

2. Information on Benefits & Health• Web site tools available on our Web sites

(www.ArkansasBlueCross.com, www.HealthAdvantage-hmo.com and www.BlueAdvantageArkansas.com) providea variety of information resources, including:— My Blueprint: Personal Benefits and Claims Tracker, a

secure, self-service center, which allows you to:◊ Check the status of your claims and review

your claims history◊ Review copies of your Explanation of Benefits

(EOB)◊ Check eligibility for you and your covered

spouse and children◊ Review primary care physician history◊ Order a replacement ID card

— Pharmacy benefits information, a customized Websection that enables you to:

◊ Look up your specific drug coverage (formularyinformation and pricing)

◊ Check your prescription claims history◊ Locate a pharmacy◊ Access a drug information center◊ Check drug-to-drug interactions

— Provider directories, lists of physicians, dentists,hospitals and facilities participating in our networksand serving our members.

— Coverage policies, a database of policies to help informmembers and their physicians why certain medicalprocedures may or may not be covered under ourhealth plans.


25to “Top Four” customer needs— Wellness discounts, a list of health clubs and fitness

equipment companies that offer discounts toour members.

• Blue & You magazine is a quarterly publication mailed tomembers’ homes, containing articles on staying healthy andbenefit information.

• Understanding Your Health Care Costs is a booklet andvideo about what drives health-care costs up and what youcan do to help hold costs down. To read the booklet onlineor view the video, go to www.ArkansasBlueCross.com orwww.HealthAdvantage-hmo.com, click on “Members,” thenclick on “Understanding Your Health Care Costs.”

• Brand Name or Generic Drugs? What you don’t know cancost you is a special, 16-page booklet to help Arkansansunderstand how and why using generic drugs is the smartchoice (and why generic drugs cost less than brand-namedrugs). The booklet is available on our Web sites to print.

• Health Education Programs, available free to eligiblemembers, provide information and links to local, regionaland national resources to help members manage diseaseand prevent complications of illness. Programs are availablefor diabetes, respiratory health, low back pain, cardiovascu-lar health and weight management. Additionally, we offerSpecial Delivery, which educates expectant mothers aboutpreterm births.

• Blue & Youth Health Program uses a big blue sheep,BlueAnn Ewe, to teach school-aged children the importanceof practicing healthy habits. Through an elementaryclassroom presentation, a middle-school mentoring program (HighSchool Heroes), a health “club”for kids, animated musicaltelevision messages and a wildand woolly Web site for kids(www.BlueAnnEwe-ark.com), theBlue & Youth programs havetaken healthy lessons to morethan 625,000 Arkansas youth inthe past eight years.

3. Paying Claims Quickly & Accurately• Fast turnaround — After we receive your medical claims

from your doctor or hospital, we process your claims in anaverage of six days. So, for most of the claims processed,you receive your explanation of payments within 10 daysafter we receive the claim.

• High accuracy rate — For the 12 months of 2004, we

achieved a dollar accuracy rate of 99.5 percent in payingyour claims. This is impressive when you consider that weprocess more than 8 million claims a year.

• Investment in technology — Arkansas Blue Cross hasinvested in technology that facilitates the electronicsubmission of claims from providers. As a result, morethan 80 percent of all claims are submitted electronically,speeding up the process. Arkansas Blue Cross now givesdoctors and hospitals free access to the Advanced HealthInformation Network (AHIN), giving them access toeligibility, claims, claim-status and related data. A uniquefeature allows direct claim submission as well as online,real-time correction of erroneous claims.

4. Resolving Any ProblemsWhether you prefer picking up the telephone, checking a

Web site or visiting face-to-face, Arkansas Blue Cross and itsfamily of companies are working to make customer serviceeasy and convenient:• Personal service, close to home, is available for customers

who prefer face-to-face interaction (rather than a telephonecall or Web contact) by visiting any of our seven convenientlocations in Arkansas. Our offices, located in Fayetteville,Fort Smith, Hot Springs, Little Rock, Jonesboro, Pine Bluffand Texarkana, offer sales, customer service, medicalmanagement and provider relations services to members inall areas of the state.

• My BlueLine, our self-service Interactive Voice ResponseSystem, recognizes speech patterns to help answer ques-tions when customers call customer service telephone lines.By simply speaking a response to the questions asked bythe automated system, customers can get questionsanswered quickly. My BlueLine is available 24 hours a day,seven days a week. It can help customers who havequestions about benefits, status of claims and premiumpayments, and help customers order a new ID card,provider directory or claim form. And if you prefer to speakdirectly to one of our 200 customer service representatives,you can do so at any time during normal business hours.

• My Blueprint, our online service center, lets you checkyour own claims and get answers 24 hours a day, sevendays a week in a customized, secure Web environment.

These are some of the ways Arkansas Blue Cross and itsaffiliated companies are meeting the needs of our customers.When you need answers, Blue comes through … for you.

to “Top Four” customer needs



26

develop with their health professionals and by takingmedications.

Common irritants in the air, such as tobacco smokeand air pollution, can trigger asthma symptoms. Control-ling tobacco smoke is important because it is a majorcause of asthma symptoms. People should not smoke ina house where a person with asthma lives.

To help our members with respiratory illnesses,Arkansas Blue Cross and Health Advantage offer aRespiratory Education Program (see article on Page 11).

To get more information about the program or enroll,call 1-800-686-2609 or visit our Web sites and click onthe “Members” tab.

— Sources: www.stampoutsmoking.com,www.lungusa.org, American Academy of Allergy, Asthmaand Immunology www.aaaai.org, WebMD.com andHealthwise, Incorporated

(Breathe, continued from Page 11)

Our newest product offering, a long-term care (LTC)insurance policy called BlueSecure, soon will be availablein Arkansas.

How Americans will pay for their long-term careneeds is an important issue. In fact, in February thefederal government began a public awareness campaignin five states, including Arkansas, encouraging people toplan for their financial future by investigating such thingsas LTC insurance.

Arkansas Governor Mike Huckabee held a newsconference on Jan. 28, 2005, and, in February, sent aletter to the thousands of Arkansans who are betweenthe ages 50 and 70, stressing the need to consider someform of LTC coverage. In addition, television and radiocommercials have been running in Arkansas for severalmonths, giving people a toll-free number to callto receive more information about options availableto them.

What is long-term care? Long-term care includes in-home care, assisted living and nursing home care. Theneed for such care can deplete a lifetime of savings.Providing for it can place a substantial burden on theresources of even the most supportive family.

BlueSecure from Arkansas Blue Cross is an afford-able, long-term care insurance policy that can helpprotect your assets by helping you plan for long-term

care when youneed it. Premiumsare based on yourage at enrollment:the younger youare when youenroll, the loweryour premiums willbe throughout thelife of the policy.

Accidents andcatastrophic illnessare entirely unpredictable and may strike anyone at anytime of life. In fact, 40 percent of the 13 million Ameri-cans receiving long-term care services are between theages of 18 and 64.

According to estimates by the Centers for Medicareand Medicaid Services (CMS), one of every five people inthe United States eventually will require some form oflong-term care. As people live longer, it is likely that thisfigure will rise accordingly.

Though these occurrences may be unforeseen, youcan be prepared for them with BlueSecure LTC insurance.

To be among the first to receive our BlueSecureinformation kit by mail when it becomes available,please call 1-800-489-0463.

(Comments, continued from Page 21)

difference in my approach to my treatment and gettingbetter, and the fact that it is a long-term situation, butthere are things I can do to improve it. It helps tremen-dously for my husband to be able to talk to the HealthCoach because he was feeling very frustrated about beingunable to help. It really gave us a different perspective,and it has been very, very beneficial. I really appreciatethe fact Arkansas Blue Cross and Blue Shield has thisavailable as a resource for us.”

“I really am appreciative of the program that you have. Ithas helped me a lot. I am a diabetic. I called the HealthCoach, and she gave me information that really helpedme to keep my sugar count where it should be. I’m reallyproud that you all have this program, and I hope youcontinue to keep it so people have a place that people cancall for help when they need it. I am really proud of theprogram, and I thank you all very much for it.”

Introducing BlueSecure, our new Long-Term Care Insurance

27Arkansas Blue Cross and Blue Shield strives to be a

good corporate citizen. Our employees raise money andspend many hours helping those causes near and dear tothe hearts of Arkansans.

Texarkana for a CureArkansas Blue Cross and Blue Shield’s SouthwestRegional Office staff turned out in full force for theSusan G. Komen Breast Cancer Foundation’s TexarkanaRace For The Cure. The 22-member team walked along-side the more than 6,500 other participants in downtownTexarkana in support of those who have conqueredcancer and to remember those who have died from thedisease. At the finish line,participants received abrightly colored paisleyscarf that represented thebattle against breast cancer.The race included 375survivors who were hon-ored and walked trium-phantly in celebration oftheir cancer-free status.Almost $375,000 was raisedfor the Race!

Capeless CrusadersBlueAnn has been “stomping” around the state with theHigh School Heroes once again. Capeless crusaders fromLittle Rock Central High (a.k.a. High School Heroes)spread the word to fourth-, fifth- and sixth-graders atMartin Luther King Elementary and Fulbright Elementaryrecently that smoking is not cool. These High SchoolHeroes are specially trained high school students whopresent an anti-smoking program targeted to middleschool students in their school district. High SchoolHeroes serve as role models for the kids, pledging toremain smoke-free, and delivering a strong testimonyabout the dangers of smoking and the appeals of tobaccoadvertising. Using brainstorming, role-play, discussionand question-and-answer, Heroes present their messagewith the goal of reaching kids at an age when peerpressure and advertising might entice them to startsmoking. The discussion includes information abouteffects of smoking on the body as well as the deceptiveappeals of tobacco advertising. BlueAnn Ewe was on

hand to perform the “BlueAnn Stomp” with the Heroes.The “BlueAnn Stomp” ties in the High School Heroesanti-smoking message and BlueAnn’s wellness message,which is taken statewide as well.

Cleveland County CareMembers of the Arkansas Blue Cross Southeast RegionalOffice staff, along with BlueAnn Ewe, recently partici-pated in the Cleveland County Cancer Health Expo. TheExpo emphasized cancer prevention with free prostatescreenings and information about breast cancer and self-exams. Free cholesterol, blood pressure, blood sugar andhearing screenings were offered. A child identity registra-tion program took pictures of children and placed themin the county computers. The students from ClevelandCounty Schools-Kingsland High School Campus BetaClub volunteered at the Expo as their community project.


Members of the SouthwestRegional Office inTexarkana gather beforethe event.

BlueAnn poses with Heroes from Little Rock Central High.

(Blue Online, continued from Page 28)

using your pharmacy benefits appears below thecopayment summary. It includes helpful links to yourpharmacy benefits.

Member surveys (see this year’s results on Page 22)have shown that benefit summaries are one of the mostdesired components of the Arkansas Blue Cross, HealthAdvantage and BlueAdvantage Web sites. Benefitsummaries also are available onwww.BlueAdvantageArkansas.com and will soon beadded to www.ArkansasBlueCross.com.

www.ArkansasBlueCross.comwww.HealthAdvantage-hmo.com

www.BlueAdvantageArkansas.comwww.BlueAndYouFoundationArkansas.org

www.BlueAnnEwe-ark.com

Arkansas Blue Cross and Blue ShieldP.O. Box 2181Little Rock, AR 72203-2181


(Blue Online, continued on Page 27)

My Blueprint Registration Quicker, EasierIt’s easier and faster now to register to use My

Blueprint, the online customer self-service center forArkansas Blue Cross and Blue Shield, Health Advantageand BlueAdvantage Administrators of Arkansas members.

Members who want to use “quick registration” canenter their health plan ID number, name, date of birthand Social Security number (SSN). If we have your SSNon file in our membership system, we can authenticateyou immediately and let you into My Blueprint to chooseyour own log-in ID and password and then view yourpersonal health plan information.

If you choose not to enter your SSN, or we don’thave it on file to authenticate you, you can still registerand receive your password via the U.S. Postal Service.Even if you have to wait for your password to arrive inthe mail, you will be able to change it to something easyto remember after you log in the first time. Hang ontoyour log-in ID that appears when you register onlinebecause you will need to use the ID along with yourpassword to enter My Blueprint.

Remember that any covered person, not just thepolicyholder or group employee, can register now. TheArkansas Blue Cross family of companies is trying tomake your Web sites more user friendly while continuingto protect the privacy of your personal healthinformation.

Health Advantage Adds Benefit SummariesRemember when you first joined your company’s

health plan, and they gave you that paperwork thatcontained your benefit summary? Some of us areorganized enough to put our hands on that document atthis moment — and some of us aren’t. Or we are thetype who files every piece of paper but stores this one atthe office, and we need it at home now. Or perhaps wejust don’t want to dig through that file cabinet again.

Now you can review your benefit summary online ifyou are a Health Advantage group health plan member.Go to either the “Members” or “Customer Service” pageof www.HealthAdvantage-hmo.com and click on the linkthat says My Health Plan. If you are logged into MyBlueprint, you can get to the “My Health Plan” sectionfrom the “Welcome” page menu.

You will need to enter your member ID number that

appears on the front of your ID card. That number nolonger contains your Social Security number. If you don’thave your ID card handy, you can find your ID numberon a recent Explanation of Benefits (EOB) statement. Ifyou have lost your ID card, you can order a new onethrough My Blueprint.

Benefit SummaryA link to your benefit summary will appear when

you open the “My Health Plan” page. The BenefitSummary link goes to a printable PDF (Adobe portabledocument) that shows at a glance what is covered underyour health plan. It includes your deductibles andcopayments, as well as covered services.

To confirm coverage, you may review your eligibilityinformation under My Blueprint or you can e-mailCustomer Service from the link at the bottom of any pageof the site. You also might want to review the “CoveragePolicy” section for additional information aboutprocedures and treatments covered by Health Advantage.The link to the “Coverage Policy” also is accessible fromthe “Members” or “Customer Service” menu page.

Prescription Drug InformationA Prescription Drug Plan link will appear on the “My

Health Plan” page if you have pharmacy benefits. The“My Prescription Drug Riders” page shows yourcopayment plan tiers. Additional information about

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