1. UK-HMO

2. Member Services Member Services Benefit Quotes/questions Benefit Quotes/questions Problem resolution/tracking. All calls entered & coded into Diamond system & tracked for trends. Problem resolution/tracking. All calls entered & coded into Diamond system & tracked for trends. Parking tickets stamped for all UK employees with UK insurance for all visits to KY Clinic & ancillaries. Parking tickets stamped for all UK employees with UK insurance for all visits to KY Clinic & ancillaries. Registration for KY Clinic and ancillary visits available on 1 st & 3 rd floor for all UK employees with UK insurance & via phone for UK-HMO members. Registration for KY Clinic and ancillary visits available on 1 st & 3 rd floor for all UK employees with UK insurance & via phone for UK-HMO members. After hours answering service, can page MD on call. After hours answering service, can page MD on call. Eligibility verification. Eligibility verification. Help in establishing a PCP, UKHMO or Health Connections. Help in establishing a PCP, UKHMO or Health Connections. UKHMO 257-8547 or 800-955-8547, Health Connections 257-1000, or 800-333-8874, or RSA 271-5055 or 877-855-9700. UKHMO 257-8547 or 800-955-8547, Health Connections 257-1000, or 800-333-8874, or RSA 271-5055 or 877-855-9700. Mid October a dedicated Member Services unit will be unveiled. Mid October a dedicated Member Services unit will be unveiled.

3. Communication Prior to Open Enrollment, reminder post cards are sent. Prior to Open Enrollment, reminder post cards are sent. 14 Open Houses were held in 6 locations, Five open forums at three locations. 14 Open Houses were held in 6 locations, Five open forums at three locations. HR sends benefit comparison. HR sends benefit comparison. Phone/in-person/email:ukhmo@uky.edu, website:www.mc.uky.edu/ukhmo, also linked from Employee Benefits website. Phone/in-person/email:ukhmo@uky.edu, website:www.mc.uky.edu/ukhmo, also linked from Employee Benefits website. Letters are mailed for immediate communication, (mail order Rx, provider changes). Letters are mailed for immediate communication, (mail order Rx, provider changes). Quarterly Newsletters Quarterly Newsletters When ID cards are mailed additional information is included in packet. A welcome letter, Certificate of Coverage, Provider Directory, and other pertinent materials are included (such as familymeds.com packet). When ID cards are mailed additional information is included in packet. A welcome letter, Certificate of Coverage, Provider Directory, and other pertinent materials are included (such as familymeds.com packet). Provider Newsletters are sent out bi-annually. Provider Newsletters are sent out bi-annually.

4. Appointments Establish a PCP Establish a PCP If issues arise contact UK-HMO office for assistance. If issues arise contact UK-HMO office for assistance.

5. Customer Service Calls Customer Service Calls Total Calls % of Membership % of Total Visits Access to Care/After hours 1140.8%0.3% Access to Appointments Primary Care Primary Care1451.1% 0.5% * Specialties Specialties 79 790.6% 0.6% ** New Patients New Patients 45 450.3%0.1% Benefit Complaint Complaint 66 660.5%0.1% Question Question179113.1%4.0% Doctor Issues 28 280.2%0.1% Facility & Staff Issues 12 120.1%0.0% Quality of Care 19 190.1%0.0%

6. Membership: 13,649 (LSA) Specialty Visits from 9/1/00 thru 8/31/01: 14,239 Primary Care Visits from 9/1/00 thru 8/31/01: 30,472 Total Visits: 44,711 * % of Primary Care Visits ** % of Specialty Visits