23 Aug 2014
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JD Power Study: Kaiser Permanente leads in customer satisfaction

JD Power Study: Kaiser Permanente leads in customer satisfaction

Kaiser Permanente’s Redwood City, Santa Clara, and San Jose Medical Centers Sharing Highest Ranking  

PASADENA, Calif. — For the seventh consecutive year, Kaiser Permanente has been given the highest ranking for customer satisfaction in California, ahead of all other health plans in the state, according to the J.D. Power 2014 U.S. Member Health Plan StudySMreleased this week.

Kaiser Permanente out-performed seven other health plans in California, scoring 756 on a 1,000-point scale, 76 points higher than the average health plan score in the state. The organization performed particularly well in four key areas: customer service, provider choice, coverage and benefits, and information and communication.

“Meeting the needs of our members is our constant focus,” said Wade J. Overgaard, Kaiser Permanente’s senior vice president, California Health Plan Operations. “We believe that our ability to make it easy for members to access high-quality care when and how they want it has enabled Kaiser Permanente to rank highest in customer satisfaction in the J.D. Power study of health plans in California for the last seven years.”

The study, which was conducted from December 2013 to January 2014, reflects the responses of more than 34,000 members in 138 commercial health plans throughout the United States.

Serving more than 7 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.

Kaiser Permanente’s regions in Colorado, Georgia, the Mid-Atlantic and the Northwest were also highest-ranked in the J.D. Power study. Please visit Kaiser Permanente’s “Care Stories” website, where Kaiser Permanente members speak about their care in their own words.

For more comprehensive health plan rankings for all 18 U.S. regions, please visit www.jdpower.com.




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