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Kaiser Permanente of the Mid-Atlantic States Ranks Highest in J.D. Power and Associates Member Satisfaction Study in Region Five Years in a Row

March 14, 2013



ROCKVILLE, Md. — Kaiser Permanente of the Mid-Atlantic States announced today that its members have rated the organization’s health plan highest in member satisfaction within its region in the J.D. Power and Associates 2013 U.S. Member Health Plan StudySM. This year’s designation marks five consecutive years that Kaiser Permanente of the Mid-Atlantic States has been the highest rated plan in the Mid-Atlantic Region (Maryland, Virginia and Washington, D.C).

Kaiser Permanente of the Mid-Atlantic States Ranks Highest in J.D. Power and Associates Member Satisfaction Study in Region Five Years in a Row

“We are honored that Kaiser Permanente of the Mid-Atlantic States has again outperformed all others in its region in J.D. Power and Associates’ member satisfaction study for health plans,” said Kim Horn, president, Kaiser Permanente of the Mid-Atlantic States. “Our members benefit from our integrated approach to total health and our investments in technology and infrastructure from Northern Virginia to Baltimore.”

Now in its seventh year, the study measures satisfaction among members of 136 health plans in 17 regions throughout the United States by examining seven key factors: coverage and benefits, provider choice, information and communication, claims processing, statements, customer service and approval process. In 2013, the overall member satisfaction average in the region is 700 (on a 1,000-point scale), compared with 701 in 2012. Kaiser Permanente of the Mid-Atlantic States outperformed the regional average by more than 50 points, scoring 754.

“This recognition underscores our commitment to providing the highest level of care possible to our members,” said Bernadette Loftus, MD, associate executive director, The Permanente Medical Group. “Our physicians are dedicated to providing the finest and most accessible care, whether via face-to-face visits, secure email, telephone, or video visits.”

The 2013 Member Health Plan Study is based on responses from more than 33,000 members of 136 commercial health plans across 17 regions in the United States. The study was fielded in December 2012 and January 2013. For more comprehensive health plan rankings for all 17 U.S. regions, please visit www.jdpower.com.

  

About J.D. Power and Associates

About J.D. Power and Associates Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on cell phone ratings, car reviews and ratings, car insurance, health insurance and more, please visit JDPower.com. J.D. Power and Associates is a business unit of the McGraw-Hill Companies.


About Kaiser Permanente of the Mid-Atlantic States

About Kaiser Permanente of the Mid-Atlantic States Kaiser Permanente of the Mid-Atlantic States region is a total health organization composed of Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc., and the Mid-Atlantic Permanente Medical Group, P.C., an independent medical group that features approximately 900 physicians who provide or arrange care for patients throughout the area. Visit kp.org for more information.