Kaiser Permanente ranked highest in 2010 Member Health Insurance Plan Study

Kaiser Permanente announced today that its members in four geographic regions rated the organization's health plans highest in customer satisfaction in the J.D. Power and Associates 2010 U.S. Member Health Insurance Plan Study(SM). The regions are California, Colorado, South Atlantic, and Mid-Atlantic (Virginia-Maryland-Washington D.C.). In a fifth region, Kaiser Permanente in the Northwest, ranked third. These five regions serve more than 8.2 million of Kaiser Permanente's more than 8.6 million members.

"We are very pleased that our dual focus on delivering high quality health care and achieving member satisfaction continues to be recognized by consumers," said Arthur M. Southam, MD, executive vice president, Health Plan Operations, for Kaiser Permanente.  "It is particularly meaningful to us that the J.D. Power ratings are a measure of consumer satisfaction relative to all other health plans and insurers.

"Kaiser Permanente's integrated model puts our patients and members at the center of all that we do, which enables us to better coordinate care to maintain their health and also care for them when they are ill," Dr. Southam said.

Kaiser Permanente's health plan services are complemented by health care delivery in person, online and by phone. With easy-to-use, Web-based tools, all members have access to useful information, access to medical records and tools to communicate with their providers. My Health Manager on kp.org gives registered members the ability to perform important tasks online such as scheduling appointments and ordering prescription refills. Users also have 24/7 online access to lab test results, eligibility and benefits information, and even their children's immunization records. In addition, all Kaiser Permanente physicians routinely use an electronic health record when caring for their patients in medical offices and hospitals.

Now in its fourth year, the J.D. Power and Associates 2010 U.S. Member Health Insurance Plan Study (SM) measures member satisfaction among 133 health plans in 17 regions throughout the United States by examining seven key factors that each represent a distinct part of the member experience and together encompass the relationship between the health plan and its member: coverage and benefits; provider choice; information and communication; claims processing; statements; customer service; and approval processes.

Each health plan included in the J.D. Power and Associates 2010 National Health Insurance Plan Study(SM) was measured on a scale of 1,000 points. Details of the results in each of the regions where Kaiser Permanente ranked highly are outlined below:

• California Region: Kaiser Permanente earned 749 points, nearly 50 above the average score for this region. This is the third year that Kaiser Permanente has ranked highest in the California region.
• Colorado Region: Kaiser Permanente earned 719 points, more than 40 points above the average score for this region. This is the third year that Kaiser Permanente has ranked highest in the Colorado region.
• South Atlantic Region: Kaiser Permanente earned 744 points, 52 points above the average for this region.
• Virginia-Maryland-Washington D.C. Region: Kaiser Permanente earned 750 points, 47 points above the average for this region. This is the second year that Kaiser Permanente has ranked highest in the Virginia-Maryland-Washington D.C. region.
• Northwest Region: Kaiser Permanente ranks third and earned 724 points, 25 points above the average for this region.

SOURCE Kaiser Permanente