Kaiser Permanente of Georgia Receives High Marks in 2012 J.D. Power and Associates Study
Kaiser Permanente of Georgia leads health plans in member satisfaction
March 13, 2012 (Atlanta, GA) — For the third consecutive year, Kaiser Permanente of Georgia ranks highest in member satisfaction in the South Atlantic region, according to the J.D. Power and Associates 2012 U.S. Member Health Insurance Plan StudySM released today. The South Atlantic region comprises Georgia, North Carolina and South Carolina.
Earning a total of 770 points on a 1,000-point scale, Kaiser Permanente scored 66 points above the South Atlantic region’s average. Performing well in the information and communication category, Kaiser Permanente also received the region’s highest scores in customer service, coverage and benefits, claims processing and statements.
“We are honored that our commitment to excellent customer service was recognized again by our members,” said Kerry W. Kohnen, president of Kaiser Permanente of Georgia. “We are particularly pleased that we garnered the highest scores in customer satisfaction in the J.D. Power study when measured against other health plans in our region.”
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, 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.
“Open lines of communication are a hallmark of Kaiser Permanente’s integrated care delivery model," said Rob Schreiner, M.D., executive medical director of Kaiser Permanente of Georgia. “Not only are our health care teams working together to coordinate patient care, but that connectivity extends to our members. From accessing personal health information online to securely emailing your doctor from your mobile phone, the connectivity we provide creates a better care experience."
Now in its sixth year, the J.D. Power and Associates 2012 U.S. Member Health Plan StudySM measures member satisfaction among 141 health plans in 17 regions throughout the United States by examining seven key factors that each represent a distinct part of the member experience: coverage and benefits; provider choice; information and communication; claims processing; statements; customer service; and approval processes.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings and more, please visit JDPower.com. J.D. Power and Associates is a business unit of the McGraw-Hill Companies.
About Kaiser Permanente of Georgia
Kaiser Permanente is Georgia’s largest not-for-profit health plan. Its mission is to provide high quality, affordable health care services to improve the health of its members and the communities it serves. Kaiser Permanente serves more than 240,000 members in a 28-county service area in metro-Atlanta with care focused on their total health and guided by their personal physicians, specialists, and team of heath care providers. Expert and caring medical teams are supported by industry-leading technology and tools for health promotion, disease prevention, state-of-the art delivery, and world-class chronic disease management. Nationally, Kaiser Permanente is recognized as one of America’s leading health care providers, serving more than 8.7 million members in nine states and the District of Columbia. For more information, visit www.kp.org.