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California Members Rate Kaiser Permanente Highest in Customer Satisfaction

Tenth year in a row for accolade, based on J.D. Power Study

June 5, 2017



young doctor with older man

OAKLAND, Calif. – For the 10th consecutive year, Kaiser Permanente received the highest ranking for customer satisfaction among California health plans, according to the J.D. Power 2017 Member Health Plan Study.

Kaiser Permanente outperformed all other health plans in California, scoring 780 points on a 1,000-point scale, 64 points above the average score for the state, and 64 points more than the next highest ranked health plan. Likewise, the organization received the highest score in overall member satisfaction in all six categories: customer service, information and communication, provider choice, claims processing, cost, and coverage and benefits.

“We are all extremely proud that once again our members rated us highest in consumer satisfaction in the J.D. Power Member Health Plan Study,” said Arthur M. Southam, MD, executive vice president, Health Plan Operations, Kaiser Foundation Health Plan, Inc. and Hospitals. “Credit goes to our physicians, nurses, care teams and employees who are dedicated to delivering the best care and service possible. This level of achievement requires outstanding performance from everyone across Kaiser Permanente, and this honor is shared by all of our people.”

The study reflects results of a survey conducted from January 2017 to March 2017 and completed by nearly 34,000 members of commercial health plans across the United States.

Kaiser Permanente offers a coordinated approach to health care delivery, connected by an industry-leading electronic medical record system, Kaiser Permanente HealthConnect®. With easy-to-use, web-based tools, members have online access to useful health information, medical records and tools to communicate with their care team. They also have the ability to email their doctors, schedule appointments, check test results and order prescription refills online – all at no additional cost.

Nationally, Kaiser Permanente is the top rated health plan in six of the 22 regions surveyed by J.D. Power: California, Northwest, Colorado, Maryland, Virginia and South Atlantic. For more comprehensive health plan rankings for all 22 U.S. regions, please visit www.jdpower.com.

This consumer satisfaction study by J.D. Power is the most recent in a string of accolades earned by Kaiser Permanente. In the past year:

  • Kaiser Permanente’s Medicare and commercial health plans in Northern California, which serve almost 4 million members, received the highest ratings for 2016-17 from the National Committee for Quality Assurance, a national group that rates health plans for consumer experience, prevention and treatment.
  • For the sixth consecutive year, Kaiser Permanente’s Medicare health plans in California have earned 5 out of 5 stars, the highest overall rating in the state for quality and service for 2017 from the Centers for Medicare & Medicaid Services.

About Kaiser Permanente
Kaiser Permanente is committed to helping shape the future of health care. We are recognized as one of America’s leading health care providers and not-for-profit health plans. Founded in 1945, Kaiser Permanente has a mission to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve. We currently serve 11.8 million members in eight states and the District of Columbia. Care for members and patients is focused on their total health and guided by their personal Permanente Medical Group physicians, specialists and team of caregivers. Our expert and caring medical teams are empowered and supported by industry-leading technology advances and tools for health promotion, disease prevention, state-of-the-art care delivery and world-class chronic disease management. Kaiser Permanente is dedicated to care innovations, clinical research, health education and the support of community health. For more information, go to: kp.org/share.