Updated: 2:58 p.m. Tuesday, Feb. 21, 2012 | Posted: 2:57 p.m. Tuesday, Feb. 21, 2012
By Christy Schulte
For Healthy Connections
CareSource, a nonprofit health Medicaid managed care plan, is using technology to gather real-time feedback from customers.
Earlier this year, CareSource launched its iConnect program. iConnect allows members to give feedback on various CareSource topics using email, twitter, facebook, texting and face-to-face council meetings.
“Today’s technology allows for real-time feedback,” said Dave Mezzanotte, vice president of sales and marketing. “It’s conceivable that a project team would have a question they would like an answer to. By the time of their meeting, they could have responses from twitter.”
Mezzanotte said the idea began when CareSource had questions regarding who was using the paper directories they send out, which are very thick and costly to produce.
“We put surveys on the smartphones of our salespeople and had 100 responses in 2 days that told us only a third of the population would use them.”
CareSource was considering an investment in texting programs to send reminders for patients to go to doctor’s appointments or take their medication. Within a few days they had 100 responses that said their members were texting more than 50 times a day.
“We knew it was a viable channel to reach members. It wasn’t guess-work in a conference room.” Messanotte said. “We’re always focused on the experience members have with our plan with the healthcare system. This is another step in trying to get members involved in decision making and get input on critical issues. This ensures what we do is tied to member needs and wants and makes sense for them and lets them see how they’re making a difference.”