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Consumers Take Center Stage
2007 Health Leaders ForumFederal Reserve Bank of
Chicago and Detroit Regional
Chamber Detroit, Michigan
April 24, 2007
Scott P. SerotaPresident CEO
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Agenda
Meet Meredith
The Blues
Building a Better System
Consumers Take Center Stage
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The Blues
Blues are the strongest Brand in healthcare
across America
1 Brand
Solid Financials
Record Enrollment
Quality Provider Networks
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Blues Enrollment
Blues member enrollment is at an all-time record
high
Customers (in millions)

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International Markets
Extending the Brand into high-profile
international markets

• BlueCard Worldwide offers U.S. customers access
  to medical assistance worldwide
• 7,000 physicians in 200 countries
• 850 hospitals in 84 countries
• BlueWorldwide Expat provides specialized
  insurance product for expatriates
• 100 accounts
• 700 lives
• Blue Brands licensed to independent companies in
  50 countries in Europe, Central America and South
  America
• 5.5 million international subscribers

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Agenda
MeetMeredith
Building a Better System
Consumers Take Center Stage
The Blues
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A New Healthcare Model for the Future
A true consumer-centric healthcare system for the
future should clearly focus on the wants and
needs of consumers
Current Model
Future Model
Provider
Consumer
Employer
Payer
Government
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Shaping a Future Healthcare Model
With more than 75 million lives, BHI leads in
data scope and depth and is helping shape a
future healthcare delivery model

• Shaping new care delivery model
• Partner with providers on outcomes and care
  patterns
• Robust information for consumer decision-making
• Support policy development
• State-of-the-art informatics
• Precise data
• More statistically valid measures
• Benchmark data across geographies

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Serving Consumer Healthcare Financial Needs
Bank supports new Consumer-Directed Health Plans
and HSAs, offering consumers integrated and
easy-to-use service

• Support growing number of Blue Plan CDHPs and
  HSAs
• Easy-to-use, seamless and fully integrated
  consumer service
• Simplify healthcare spending
• Full line of financial services
• Chartered to serve all 50 states

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Agenda
MeetMeredith
Building a Better System
Consumers Take Center Stage
The Blues
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Better Knowledge for Healthier Lives
Helping consumers make more informed decisions
while helping providers improve health outcomes
and affordability
Engaging consumers to enable more informed
healthcare decisions
Collaborating with providers to improve quality
outcomes and affordability
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Collaborating with Providers to Raise Standards
Raise standards, ensure more consistent quality
care
Surgical Care
Primary Care Medicine
Specialty Care Medicine
Other Organizations
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Higher Standards Mean Better Care
Specialty Care Centers focus on most challenging
conditions

• Bariatric surgery
• Cardiac care
• Transplants
• Cancer care

Developed in close collaboration with leading
medical providers and specialty organizations
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Centers for Specialty Care Transplant
There are 70 evidence-based Blue Distinction
Centers for Transplants in local communities
nationwide
Blue Distinction Centers for Transplants
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Centers for Specialty Care Bariatric Surgery
and 125 Blue Distinction Centers for Bariatric
Surgery
Blue Distinction Centers for Transplants
Blue Distinction Centers for Bariatric Surgery
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Centers for Specialty Care Cardiac Care
and 375 Blue Distinction Centers for Cardiac
Care
Blue Distinction Centers for Transplants
Blue Distinction Centers for Bariatric Surgery
Blue Distinction Centers for Cardiac Care
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Higher Standards Yield Better Care
Short-Term Major Complications for Bariatric
Surgery
Inpatient Mortality(Heart Attack)
SM
SM
Mean Maximum
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Investing in Patient Quality and Safety
Example Partnership with Institute for
Healthcare Improvement

• Blues contributed 5M to 5 Million Lives
  campaign
• Campaign aims to protect five million lives
  through
• Proven infection control practices
• Evidence-based practices for congestive heart
  failure
• Deployment of rapid response teams
• Reduction of adverse drug events

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Agenda
MeetMeredith
Building a Better System
Consumers Take Center Stage
The Blues
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Meet Meredith
Meredith is confronting several serious health
problems

• I weigh more than I should
• I have a family history of heart disease
• My doctor just told me I need a coronary bypass

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Merediths Dilemma
A few years ago, Meredith would have had limited
options for help in deciding what to do about her
health problems

• Get advice from friends
• Ask her doctor for recommendations

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More Options Today
With programs like Blue Distinction, Meredith has
access to more pertinent information to make
informed decisions

• Compare bypass centers
• Identify success criteria of several hospitals
  for treating heart disease
• Manage costs while seeking best possible care
• Connect with and learn from the experiences of
  other bypass patients

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More Useful Consumer Tools on the Horizon
Meredith and other consumers like her are helping
shape healthcare decision-making tools to enhance
transparency

• Market testing with hundreds of employees of
  Fortune 100 companies nationwide
• Testing a broad range of cost and quality
  measures
• Identifying consumer preferences for display
  design
• Measuring impact on consumer decision-making

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Simplifying Information for Meredith
Offer consumers valuable information that is easy
to use
Accessible logistical information
Care-specific clinical quality metrics
Benchmarks and thresholds
Robust patient satisfaction data
Note this picture is hypothetical and strictly
for illustrative purposes
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Personal Health Records for Consumers
Collaborating with stakeholders to create
consumer PHRs
Blue Cross and Blue Shield Companies Plan PHRs
for 2008
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In the Future, Consumers Are Center Stage
Picture a consumer-centric, information-driven
system
Consumer
Health Plans
Physicians
Rx
Pharmacy
Financial services / tools
Labs
Health and Wellness
Other Providers (e.g. care managers)
Hospitals
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Consumers Take Center Stage
2007 Health Leaders ForumFederal Reserve Bank of
Chicago and Detroit Regional
Chamber Detroit, Michigan
April 24, 2007
Scott P. SerotaPresident CEO