Kaiser Permanente Leads California Health Plans in Member Satisfaction

PASADENA, Calif.--(BUSINESS WIRE)--Kaiser Permanente members in California have rated the organization’s health plan highest in member satisfaction for a sixth consecutive year, according to a new study released by J.D. Power and Associates.

“By always putting our members at the center of what we do, we are transforming health care, and this approach is the key to achieving high quality while keeping costs more affordable for those members and for our business customers.”

J.D. Power and Associates 2013 U.S. Member Health Plan StudySM is based on the responses of 32,726 members in 136 commercial health plans throughout the United States. California is one of 17 market regions measured in the study. The ranking considers seven factors: coverage and benefits; information and communication; provider choice; claims processing; statements; customer service; and approval process.

“It is rewarding to see that for the sixth straight year, Kaiser Permanente has ranked highest in customer satisfaction in the J.D. Power study of health plans in California. Our continued focus on quality and prevention is keeping people healthier,” said Wade J. Overgaard, Kaiser Permanente’s Senior Vice President, California Health Plan Operations. “By always putting our members at the center of what we do, we are transforming health care, and this approach is the key to achieving high quality while keeping costs more affordable for those members and for our business customers.”

Kaiser Permanente outperformed seven other health plans in California, scoring 760 on a 1,000-point scale, 60 points higher than the average health plan score in the state. The organization performed particularly well in two key areas: Coverage and benefits, and information and communications.

Serving more than 6.8 million members in California, Kaiser Permanente offers a coordinated approach to delivering care, supported by an industry-leading electronic medical record, Kaiser Permanente HealthConnect®. With easy-to-use, Web-based tools, members have the ability to email their doctor, schedule appointments, check test results and order prescription refills online – all at no additional cost.

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 more than 9 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.