For the fourth consecutive year, Kaiser Permanente of Georgia, Georgia’s largest not-for-profit health plan, ranks highest in member satisfaction in the South Atlantic region, according to the J.D. Power and Associates 2013 U.S. Member Health Plan StudySM released this week. The South Atlantic region comprises Georgia, North Carolina and South Carolina.
Receiving a total of 757 points on a 1,000-point scale, Kaiser Permanente scored 60 points above the South Atlantic region’s average for overall member satisfaction. Kaiser Permanente also received the region’s highest scores in the following categories: coverage and benefits, customer service, information and communication, claims processing and statements.
“People have options for their health care, so we strive to provide an exceptional care experience every day, for every member,” said Kerry W. Kohnen, president of Kaiser Permanente of Georgia. “Our members also recognized that we offer something unique in Georgia—truly coordinated care. We are thrilled that more Georgians will have access to our health plan when the health care exchanges open this fall.”
Kaiser Permanente’s health plan services are complemented by health care delivery in-person, online and by phone. Member care is provided by the multi-specialty Southeast Permanente Medical Group, which includes more than 450 physicians who practice in 29 medical offices across metro Atlanta and Athens, as well as partner hospitals. All Kaiser Permanente health care teams are connected through an electronic health record. With easy-to-use, Web-based tools via kp.org, members have online access to useful health information, medical records and tools to communicate with their providers. My Health Manager on kp.org gives registered members the ability to perform 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.
“Our goal is to give our members convenient access to quality care, which can come in the form of a traditional office visit, an online consult, a secure e-mail to their doctor, or a call to our 24-hour Advice Nurse line,” said Rob Schreiner, M.D., executive medical director for Kaiser Permanente of Georgia. “By giving our members options for care, keeping the lines of communication open and coordinating patient care, our members benefit from a better care experience.”
Now in its seventh year, the J.D. Power and Associates 2013 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.
For more information on Kaiser Permanente, visit www.kp.org.
