SPIRA CARE CREATES A SUPERIOR MEMBER EXPERIENCE
The success of Blue KC’s Spira Care business in 2018 propelled us into a second year of tremendous growth and refinement in 2019. “Our primary focus has been on member access, member experience and support systems,” said Dr. Greg Sweat, Senior Vice President and Chief Medical Officer.
Spira Care membership grew 35 percent to almost 31,000 members by the end of 2019, so it was important to have the right number of Spira Care Centers conveniently located throughout the Kansas City metro area. Five new Care Centers opened between January 2019 and January 2020 bringing our total to seven centers.
Spira Care results remain positive. For example, we saw an eight percent decrease in the total cost of care for Spira Care members who have had at least one visit to a Spira Care Center versus other Blue KC members.
"Spira Care has been a game changer. Our employees can focus on getting the quality care they need, not on what it may cost."
-Aaron J. Greer, Director of Human Resources, Cosentino Food Stores
Member satisfaction was also high in 2019. The Net Promotor Score (NPS), which helps gauge members’ overall relationship with Spira Care/Blue KC, was 68 percent based on an index ranging from -100 to 100. Spira Care’s Customer Effort Score (CES) was 90 percent. That shows us that 90 percent of members gave Spira Care the highest ratings of 8, 9 or 10 when asked how easy it was to do business there.
Simplified, personal and affordable access to healthcare is what Spira Care is all about.