Awards and recognition NATIONAL Setting the bar for excellence Highest Employer Satisfaction among Fully Insured Commercial Health Plans Employers ranked Kaiser Permanente s health plan the highest among fully insured commercial health plans in the J.D. Power and Associates 2011 Employer Health Insurance Plan Study. SM We received high marks in a study that affects employer satisfaction with carriers, including employee plan service experience, account servicing, product offering/benefit design, problem resolution, and cost/ cost management. On a 1,000-point scale, Kaiser Permanente received 714 points well above the overall satisfaction index of 671. 2 The advantages of integrated care delivery may be new to some, but not to us. We did it first and we still do it best. And that s not just our opinion. Consistently Kaiser Permanente has been recognized nationally by business coalitions, health care advocacy groups, and the media as a leader in prevention, best-in-class care, cost-efficiency, and innovation. It s because keeping members healthy is what we do, and we do that very well. After caring for employees for more than 65 years, we re recognized as today s gold standard in high-quality, cost-effective care delivering value that other health care organizations just can t match. Benchmark for cost-effectiveness In a comparison of health plans across the United States, the national consulting firm Aon Hewitt reported that we re the most cost-efficient plan across all markets we serve 10% more cost-effective than the HMO, 19% more cost-effective than the PPO/ POS plans, and 15% more cost-effective than the all-plan. 1 Cost-effectiveness Kaiser Permanente HMO PPO/POS All-plan 1
Care and quality Ranked among the nation s elite hospitals Twelve Kaiser Permanente hospitals were recognized among the nation s elite in the U.S. News & World Report Best Hospitals by Metro Area rankings. Completed for the first time in 2011, these rankings evaluate hospitals in metropolitan areas with at least 1 million people. Nationwide, nearly 5,000 hospitals were considered, and in California, Hawaii, and Oregon, Kaiser Permanente hospitals ranked among the top 10. 3 Among the nation s best According to the National Committee for Quality Assurance (NCQA), Kaiser Permanente commercial plans in six regions are among the top 50 highest-ranked plans in the nation. Out of nearly 400 private health plans across the country, Kaiser Permanente Colorado ranked 6th, Southern California ranked 12th, and Northern California ranked 14th in NCQA s Health Insurance Plan Rankings 2011-12. Reporting categories include consumer experience, preventive services, and treatment. Higher clinical quality than other California health plans In the 2011 edition of the Office of the Patient Advocate s Health Care Quality Report Card, Kaiser Permanente Northern and Southern California scored a perfect four stars for clinical quality for the third year in a row the only perfect scores in the history of the HMO quality report card. 7 Northern California Southern California 2011 HHHH HHHH 2010 HHHH HHHH 2009 HHHH HHHH Best in clinical quality In a comparison of all health plans in the markets we serve, the national consulting firm Aon Hewitt reported that we consistently outperform other plans in clinical quality, scoring 40% better than the HMO and 126% better than the all-plan. 4 Clinical quality 40% better Clinical quality 126% better Kaiser Permanente HMO Kaiser Permanente All-plan Taking the gold in employee health The National Business Group on Health presented a Best Employers for Healthy Lifestyles gold award to Kaiser Permanente s national office for its employee wellness program. Kaiser Permanente s Northern California regional office has also been recognized with a gold award for Live Well, Be Well its workplace-wellness program. 5 Highly accomplished doctors recognized Nearly 200 Kaiser Permanente physicians are listed among the nation s most accomplished and most highly recommended, according to the just-released U.S. News & World Report Top Doctors searchable directory. 6 2
Innovation Pioneering tomorrow s care Our Sidney R. Garfield Health Care Innovation Center is a living laboratory that researches better technologies, new products, and hospital protocols. The facility has been featured in stories by the New York Times, Fast Company, Harvard Business Review, Information- Week, the California HealthCare Foundation, CNET News, and The Economist, among others. Take a virtual tour at kp.org/innovationcenter. Member satisfaction First in customer loyalty In the Satmetrix 2011 Net Promoter Benchmark Study, a survey of more than 22,000 consumers, Kaiser Permanente was ranked first in customer loyalty among health insurance providers 30 points higher than the nearest carrier. 8 High-quality customer service According to the 2011 Forrester Research Customer Experience Index for Health Insurance Plans, Kaiser Permanente scored as many as 19 percentage points above the industry in meeting customer needs and ease of access. 9 Dominating national awards The evalue8 TM 2010 Innovations Awards recognize plans for developing and implementing creative programs to address critical health care issues. Kaiser Permanente Southern California was a winner for its proactive office encounters, while our plans in the Mid-Atlantic States, Northern California, and the Northwest were all finalists for their work in areas such as improving quality of life for those with complex health conditions, HIV care, screenings, and reductions in hospital admissions. 13 Members love kp.org A recent study shows that members who can securely email their doctors schedule 26% fewer office visits and make 14% fewer phone calls to their providers than those not online. 10 In 2010, members used kp.org to view 25.8 million lab tests and refill 8.3 million prescriptions. 11 92% of members are satisfied with their experience at kp.org and 92% would recommend the site to friends and relatives. 12 3
Promoting national health A new location for healthy discussion In the spring of 2011, the Kaiser Permanente Center for Total Health opened in the heart of Washington, D.C., adjacent to Union Station. This exhibit and conference facility provides a state-of-the-art location for thought leaders, physicians, the public, and the media to explore the possibilities for the future of health. The center features interactive exhibits that explain the concept of total health within the broader context of health care. To schedule a tour or an event, please contact the center at 202-346-3370, or kpcth@kp.org. Reducing heart attacks across the country In October 2010, the Care Continuum Alliance honored Kaiser Permanente s ALL/PHASE* initiative with its Quality Impact Award for the Greatest Impact on Health. The ALL/ PHASE protocol uses low-cost and generic medications and clinical interventions to reduce heart attacks. Kaiser Permanente has shared this initiative with community clinics, public hospitals, and health systems. As of the end of 2010, there were 46 locations using this program across the country. 14 Sharing technology to enhance care for all Believing that better data is critical to better health, we ve made our Convergent Medical Terminology software available to all health care professionals and hospitals in the United States at no cost. Developed after years of work by clinicians and technologists, the software will help ensure that all medical record systems share a common language standardizing patient data and improving care. 15 Faster adoption of new treatments According to the Institute of Medicine, it takes an of 17 years before a new best-care practice becomes the standard for even 50% of specialists in a given area. However, in Kaiser Permanente s integrated delivery system, we can go from cutting-edge knowledge to implementation in just one year. 16 1 year Kaiser Permanente 17 years industry standard Time Groundbreaking research to stop diseases The National Institutes of Health awarded 22 grants to Kaiser Permanente researchers, including $25 million to support our Research Program on Genes, Environment, and Health. One of the largest studies of its kind, it could lead to more effective treatments, cures for diseases like cancer or diabetes, and more personalized health care delivery. 17 * The ALL/PHASE (aspirin, lisinopril, and lovastatin/preventing Heart Attacks and Strokes Everyday) protocol uses low-cost and generic medications. 4
1 Aon Hewitt Health Value Initiative TM Benchmarking Study Kaiser Foundation Health Plan, Inc., Aon Hewitt, March 18, 2011. To get a copy of the Aon Hewitt Health Value Initiative report for your region, contact your account manager. 2 Kaiser Foundation Health Plan received the highest numerical score among fully insured commercial health plans in the proprietary J.D. Power and Associates 2011 Employer Health Insurance Plan Study. SM Study based on 7,024 employer responses measuring 6 plans. Proprietary study results are based on experiences and perceptions of employers surveyed in March April 2011. Your experiences may vary. Visit jdpower.com. 3 Best Hospitals by Metro Area, U.S. News & World Report, 2011. http://health.usnews.com/best-hospitals. 4 See note 1. 5 National Business Group on Health Honors 48 U.S. Employers with Best Employers for Healthy Lifestyles Awards, National Business Group on Health, businessgrouphealth. org/bestemployers/index.cfm?event=behl.applyreleases, accessed July 2011. 6 Nearly 200 Kaiser Permanente Physicians on U.S. News & World Report Top Doctors List, Kaiser Permanente news release, July 26, 2011. 7 Health Care Quality Report Card, 2011 edition, California Office of the Patient Advocate. Results are based on 2009 data. View the complete report at opa.ca.gov/report_ card/hmorating.aspx. 8 Kaiser Permanente Ranked No. 1 Health Insurance Provider in Customer Loyalty in the Satmetrix 2011 Net Promoter Benchmark Study, Kaiser Permanente news release, February 18, 2011. 9 Megan Burns et al., Customer Experience Index, 2011: Health Insurance Plans, Forrester Research, Inc., April 29, 2011. 10 Catherine Chen et al., The Kaiser Permanente Electronic Health Record: Transforming and Streamlining Modalities of Care, Health Affairs, April 2009; Yi Yvonne Zhou et al., Patient Access to an Electronic Health Record with Secure Messaging: Impact on Primary Care Utilization, American Journal of Managed Care, July 2007. 11 Kaiser Permanente Internet Metrics 2010 Annual Report, Kaiser Permanente Internet Services Group. 12 Kaiser Permanente User Experience Indicator Survey, Kaiser Permanente Internet Services Group, July 2010. 13 NBCH Recognizes Health Plans with 2010 evaue8 Innovations Awards, National Business Coalition on Health news release, November 15, 2010; evalue8 2010 Annual Report, National Business Coalition on Health, 2010. 14 Kaiser Permanente s ALL/PHASE Initiative Wins 2010 Care Continuum Alliance Quality Impact Award for Greatest Impact on Health, Kaiser Permanente news release, October 13, 2010. 15 Kaiser Permanente Opens Access to Internal Medical Terminology to Help Others Meet HHS Goals for Better Use of Health Information Technology, U.S. Department of Health and Human Services news release, September 29, 2010. 16 Crossing the Quality Chasm: A New Health System for the 21st Century, Institute of Medicine, March 2001; ALL Initiative PowerPoint, Kaiser Permanente Care Management Institute, delivered at Institute for Healthcare conference, 2005. 17 National Institutes of Health Awards More Than $54 Million to Kaiser Permanente to Conduct Health Research, Kaiser Permanente news release, February 10, 2010. Information in this publication was accurate at the time of production. However, details may have changed since our release date. For the most current information, contact your sales executive or account manager. businessnet.kp.org Business Marketing Communications 78401 October 2011