Medicare Part D ('Berg Bill Patches Hole in Part-D Program,' Feb. 6, 2006)
Letters to the Editor
February 08, 2006
Dear Editor,
I read with interest your article on Medicare Part D - "Berg Bill Patches Hole in Part-D Program," Feb. 6, 2006 (Assemblywoman Patty Berg).
While Part D represents an enormous opportunity for managed care, success for participating plans is not certain. Despite early education efforts by the government and plans, there is still significant confusion about this complex program and the legacy of the generally unsuccessful Medicare Drug Card program is adding an element of skepticism. Effective beneficiary communication is the best, possibly the only, means plans have of surmounting these challenges.
It has become clear to me that Medicare Part D can and should be a transformational event for member management. Part D is one component of "consumerism" - the driving trend of healthcare today. As a function of consumerism, we're increasingly pushing risk and responsibility to consumers. They deserve, and will demand, the information they need to make the most of this position.
Our experience with the country's top plans shows that the wise companies are differentiating themselves by meeting the communications needs of their newly empowered customers. In many cases this entails leveraging multiple communication technologies to effectively and efficiently reach out to members. If plans get communications right in their Part D strategies, they stand to earn and retain more beneficiaries, avoid the expected deluge of inbound calls, and effectively deliver services while satisfying customers. If they get it wrong, start watching for lines around the block as millions of elderly Americans wait, bag full of pills in hand, to ask their neighborhood pharmacist what they should do about Medicare's new drug benefit.
Sincerely,
Stan Nowak
Burlington, MA
I read with interest your article on Medicare Part D - "Berg Bill Patches Hole in Part-D Program," Feb. 6, 2006 (Assemblywoman Patty Berg).
While Part D represents an enormous opportunity for managed care, success for participating plans is not certain. Despite early education efforts by the government and plans, there is still significant confusion about this complex program and the legacy of the generally unsuccessful Medicare Drug Card program is adding an element of skepticism. Effective beneficiary communication is the best, possibly the only, means plans have of surmounting these challenges.
It has become clear to me that Medicare Part D can and should be a transformational event for member management. Part D is one component of "consumerism" - the driving trend of healthcare today. As a function of consumerism, we're increasingly pushing risk and responsibility to consumers. They deserve, and will demand, the information they need to make the most of this position.
Our experience with the country's top plans shows that the wise companies are differentiating themselves by meeting the communications needs of their newly empowered customers. In many cases this entails leveraging multiple communication technologies to effectively and efficiently reach out to members. If plans get communications right in their Part D strategies, they stand to earn and retain more beneficiaries, avoid the expected deluge of inbound calls, and effectively deliver services while satisfying customers. If they get it wrong, start watching for lines around the block as millions of elderly Americans wait, bag full of pills in hand, to ask their neighborhood pharmacist what they should do about Medicare's new drug benefit.
Sincerely,
Stan Nowak
Burlington, MA