© 2011 Blue Cross and Blue Shield of Minnesota. All rights reserved. PATIENT REVIEW OF PHYSICIANS

2 BLUE SOLUTIONS: TRANSPARENCY SOLUTIONS Blue Cross and Blue Shield of Minnesota (Blue Cross) is launching patient review as one of three key initiatives to support consumer transparency. Patient Review of Physicians Physician Quality Measurement Blue Physician Recognition Research shows that peer patient reviews are the most sought after physician information. Providing real-time information to inform member decision- making.

Patient review is a way for patients to share their experience with a physician or other professional provider online. 3 WHAT IS PATIENT REVIEW?   80% of reviewers would recommend this doctor Note: Functionality views are illustrative.

Patient Review Overview Core QuestionsAuthenticatedPositive reviewsMember access Reviews are based on a core set of questions and will be displayed nationally for Blue members and guests as aggregated results. All reviewers will be authenticated during log in, patients will verify their interaction with the physician and all member text comments will be monitored prior to display. Approximately 70 percent of patient reviews are positive, and doctors may use them as a means to promote their practice. More than 100 million Blue members will have access to patient review on the Blue National Doctor & Hospital Finder. Blue Cross is introducing an online review system that Blue members can use to help facilitate their healthcare decisions. 4 BLUE PATIENT REVIEW OF PHYSICIANS: OVERVIEW

Blue patient review boosts the integrity of the results beyond any review site currently available to the public. 5 BLUE PATIENT REVIEW OF PHYSICIANS: HOW IT WORKS 1.Only authenticated Blue members can submit a review. 2.Blue members must verify they interacted with the physician before they can complete a review. Blue Member Login Note: Functionality views are illustrative.

Patient reviews will engage patients in reviewing the dimensions of care that they understand. 6 BLUE PATIENT REVIEW OF PHYSICIANS: HOW IT WORKS Member’s experience and recommendation questions are required. The remaining questions are available and optional, including free text comments. All member comments are checked for appropriateness. All submitted and approved reviews are posted within two business days.

All comments are checked by verification software and monitored by human reviewers as appropriate prior to display. 7 BLUE PATIENT REVIEW OF PHYSICIANS: HOW IT WORKS Multiple checkpoints ensure the reviews come from actual patients Note: Functionality views are illustrative.

Trust patient reviews to complement practice improvement efforts, provide insights and attract new patients. 8 BLUE PATIENT REVIEW OF PHYSICIANS: BENEFITS Blue Patient Review of Physicians will … … help engage and empower consumers to make informed healthcare decisions. … provide insights into patients’ experiences on important aspects of care. … attract new patients to your practice from member reviews, referrals and recommendations. … boost the integrity of online reviews beyond popular review sites; only Blue members can write Blue reviews, so they reflect members’ opinions.

© 2011 Blue Cross and Blue Shield of Minnesota. All rights reserved.