Members are highly satisfied with services provided by First Health.

For the second consecutive year, First Health achieved outstanding results on the Consumer Assessment of Health Plans (CAHPS®) survey. Conducted in 2001, the survey results proved our commitment to world-class service is creating satisfied members.

When put to the test, First Health stands out among other health benefits companies.

When First Health's results were compared to the aggregate results of 503 health plans, First Health exceeded the 80th percentile in nearly 70 percent of the areas measured on member satisfaction. In the remaining categories, First Health was typically near or above the 70th percentile of results. Almost all of the categories surveyed exceeded the median scores significantly.

Members are happy with their doctors.

The First Health® Network rates well with members.

• Getting needed care (more than 80%)
• How well doctors communicate (more than 90%)
• Satisfaction with specialists (85%)
• Getting help when calling the doctor's office (more than 90%)

Members are satisfied and loyal to First Health.

Member loyalty develops when a health benefit management company consistently meets or exceeds members' expectations for care, service and support. Members indicated that they would recommend their plans to others (81%) and would not consider switching plans (82%). With composite scores nearly 12% higher than the CAHPS survey benchmark for all other plans, members using services provided by First Health showed us that they are highly satisfied.

Specifically, members like First Health because of our:

• Large number of network health care providers
• One telephone number for health plan needs
• Easy-to-use pharmacy services
• Claims being paid quickly and correctly
• Member service representatives who are friendly and helpful
• Carefully credentialed network providers with affordable prices.

About CAHPS®

CAHPS®--a standardized assessment developed by a consortium of health care research groups—is recognized by the National Committee for Quality Assurance (NCQA). In fact, this survey is part of the NCQA accreditation process, which evaluates the quality of our nation's managed care organizations.

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality, a U.S. Government agency.