Kaiser Permanente Receives High Marks in 2010 J.D. Power and Associates Study

Kaiser Permanente leads health plans in member satisfaction in four geographic regions

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Apr 02, 2010, 05:09 ET

OAKLAND, Calif., April 2 /PRNewswire/ -- 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.

About the J.D. Power and Associates 2010 U.S. Member Health Insurance Plan Study(SM)

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: coverage and benefits; provider choice; information and communication; claims processing; statements; customer service; and approval processes. The study reports on the results of nearly 34,000 members of commercial health plans, conducted online in November and December 2009.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on cell phone ratings, car reviews and ratings, car insurance, health insurance and more, please visit JDPower.com. J.D. Power and Associates is a business unit of the McGraw-Hill Companies.

About Kaiser Permanente

Kaiser Permanente is committed to helping shape the future of health care. We are recognized as one of America's leading health care providers and not-for-profit health plans. Founded in 1945, our mission is to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve. We currently serve 8.6 million members in nine states and the District of Columbia. Care for members and patients is focused on their total health and guided by their personal physicians, specialists and team of caregivers. Our expert and caring medical teams are empowered and supported by industry-leading technology advances and tools for health promotion, disease prevention, state-of-the art care delivery and world-class chronic disease management. Kaiser Permanente is dedicated to care innovations, clinical research, health education and the support of community health. For more information, go to: www.kp.org/newscenter.

SOURCE Kaiser Permanente