CIGNA HEALTHCARE OF ARIZONA,
PHOENIX STAFF MODEL
COMPANY AT A GLANCE
This subsidiary of CIGNA HealthCare, Inc., offers comprehensive ambulatory care services
to a broad range of patients: members of employer groups who have purchased and elected to
join CIGNA's program or "fee for service" patients who are not CIGNA'S members.
A "staff model" is a medical organization in which the physicians coordinate
care as members of a group practice and are employees of the company and facilities are
owned or managed by the company. Ambulatory medical services include preventive health
care, immunization, screenings such as mammography, examination, outpatient diagnoses and
treatment of chronic and acute conditions such as asthma. In addition, prenatal care,
urgent care and related laboratory, pharmacy and radiology services are provided. |
Emergency care and inpatient hospital treatment are coordinated and overseen through
hospital partners in the acute setting.
While CIGNA HealthCare of Arizona Inc., Phoenix Staff Model benefits from national
multi-site accounts in its Arizona membership, local sales and service functions are
responsible for enrolling, servicing and maintaining all Arizona clients and their
members. Eighteen care centers are located in the Valley, employing over 2,100 people,
including physicians.
Today's health care organizations are undergoing rapid changes driven by social,
financial and political pressures. Startling advances in science and technology have
dramatically increased life expectancy. Heightened anticipation of breakthroughs in
medicine have led to greater demands for excellent, accessible health care at a reasonable
cost.
CIGNA HealthCare of Arizona, Phoenix Staff Model long ago recognized these changes and
began to enrich its business with healthy doses of quality improvement. This meant that
each contact with a member could be regarded as a "moment of truth" by which the
organization judges itself.
Leadership From the Top
Personal and visible involvement by senior executives in leading, developing and
maintaining an environment of quality is fostered by the expectations of customers.
Several years ago, the general manager became convinced that a quality focus was directly
applicable to health care. He challenged the executive team to embrace and understand
quality improvement. From 1991 to 1993, the organization concentrated on teams and
training using a Deming approach that subsequently was folded into a "blended"
approach consistent with the best practices learned from Deming, Juran and companies such
as Florida Power and Light, Xerox, and Hewlett-Packard. In 1994, the GM instituted monthly
Options Reviews. These open forums with the top two management levels are conducted to
develop a common understanding of mission, and to align goals and objectives. They are
intended to strengthen senior management's status as role models for the organization, as
well as to ensure that the desired progress against targets is achieved.
In 1995, medical and administrative directors began Results Forums with their teams to
review progress on planned improvement efforts. These forums are used to recognize
individual and team efforts forts. Each care center and clinical department is reviewed
once per quarter on a defined schedule and ad hoc reviews can take place when needed.
Quality of care, service performance, cost effectiveness and employee satisfaction are
equally crucial components in the performance development of physicians. This reinforces
the commitments to customer satisfaction and quality values throughout the organization.
Looking Ahead, Seeing Wellness
CIGNA HealthCare of Arizona Inc., Phoenix Staff Model provides a 90's approach to medicine
with its preventive health and wellness programs to improve the overall health of patients
and community. It offers preventive health services with classes in diet, smoking
cessation and stress management to help people avoid heart and lung diseases. This in turn
leads to avoidance or early treatment of disease which results in overall health
improvement. In addition, pediatric immunization reduces infection and morbidity among
infants and mammography screening detects breast cancer early. Measurements of medical
outcomes like mammography, cholesterol and immunization help ensure that CIGNA HealthCare
of Arizona Inc., Phoenix Staff Model is serving the community's health needs. These, and
other evaluation measures are written into its System of Indicators, which supports
business operations
Understanding the Customer
Focus groups and customer surveys identify present and future customer requirements for
quality, service and overall satisfaction. CIGNA HealthCare of Arizona Inc., Phoenix Staff
Model conducts face-to-face interviews with patients about specific services and products.
Particular attention is paid to the State's changing demographic needs.
| For more information contact Brendan Collins, CIGNA HealthCare of Arizona, 11001 N.
Black Canyon Highway #400, Phoenix AZ 85029, (602) 371-2599. |
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