Pasadena-based Kaiser Permanente Rated Highest in Member Satisfaction Study

Wednesday, March 13, 2013 | 6:50 pm

Pasadena-based Kaiser Permanente members in California have rated the organization’s health plan highest in member satisfaction for a sixth consecutive year, according to a new study released by J.D. Power and Associates, it was announced on Wednesday.

J.D. Power and Associates 2013 U.S. Member Health Plan StudySM is based on the responses of 32,726 members in 136 commercial health plans throughout the United States, according to a news statement.

California is one of 17 market regions measured in the study. The ranking considers seven factors: coverage and benefits; information and communication; provider choice; claims processing; statements; customer service; and approval process, according to the statement.

Kaiser Permanente outperformed seven other health plans in California, scoring 760 on a 1,000-point scale, 60 points higher than the average health plan score in the state. The organization performed particularly well in two key areas: Coverage and benefits, and information and communications.

“It is rewarding to see that for the sixth straight year, Kaiser Permanente has ranked highest in customer satisfaction in the J.D. Power study of health plans in California. Our continued focus on quality and prevention is keeping people healthier,” said Wade J. Overgaard, Kaiser Permanente’s Senior Vice President, California Health Plan Operations.

“By always putting our members at the center of what we do, we are transforming health care, and this approach is the key to achieving high quality while keeping costs more affordable for those members and for our business customers,” Overgaard said.

For more information, visit healthy.kaiserpermanente.org.

 

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