OAKLAND, Calif. – 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 2009 National Health Insurance Plan Study(SM). The regions are Colorado, Virginia-Maryland, California and the Northwest. These plans serve almost 7.5 million of Kaiser Permanente's more than 8.6 million members.

"We are very pleased that our focus on quality health care and service has been recognized by our members. Kaiser Permanente has made a significant effort to put our patients and members at the center of all we do," said

Arthur M. Southam , MD, executive vice president, Kaiser Foundation Health Plan Operations. "At Kaiser Permanente, our integrated model enables us to coordinate a member's care to keep them healthy and care for them when they are ill."

 

Kaiser Permanente's health plan capabilities are complemented by care delivery services in-person, online and by phone. With easy-to-use, Web-based tools, 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 third year, the J.D. Power and Associates 2009 National Health Insurance Plan Study(SM) measures member satisfaction among 131 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 2009 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 highest are outlined below.

 

• California: Kaiser Permanente earned 769 points, more than 50 points above the average score for this region. Additionally, Kaiser Permanente achieved significantly higher scores in 2009 compared to 2008, increasing 38 points.
• Colorado: Kaiser Permanente earned 743 points, nearly 50 points above the average score for this region and increasing 20 points over 2008.
• Northwest Region: Kaiser Permanente earned 751 points, nearly 40 points higher than the average for this region. This represents a 43-point increase over 2008.
• Virginia-Maryland Region: Kaiser Permanente earned 743 points, nearly 40 points higher than the average for this region. The organization also increased in year-over-year results, improving 28 points from 2008.