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Kaiser Permanente California Ranks Highest in J.D. Power Member Satisfaction Study

March 12, 2015



An older couple chatting with a physician

PASADENA, Calif. — For the eighth consecutive year, Kaiser Permanente has been given the highest ranking for customer satisfaction in California — ahead of all other health plans in the state that were included in the study — according to the J.D. Power 2015 U.S. Member Health Plan Study released this week.

Kaiser Permanente outperformed six other health plans in California, scoring 778 points on a 1,000-point scale, 97 points higher than the next highest rated health plan score in the state. The organization received the highest score in overall member satisfaction and five key areas: coverage and benefits, cost, provider choice, customer service and information and communication.

“Kaiser Permanente’s focus organization-wide is to put our members at the center of everything we do,” said Wade J. Overgaard, Kaiser Permanente’s senior vice president, Health Plan Operations. “We believe this highest ranking from J.D. Power once again affirms that we are on a good path in demonstrating the value of our integrated health system, which makes it easy for members to access high-quality care when and how they want it.”

J.D Power trophy - Customer Satisfaction - 200 x 244The study, which was conducted from November 2014 to December 2014, examines the member experience and reflects the responses of more than 31,000 members in 134 commercial health plans throughout the United States.

Kaiser Permanente offers a coordinated approach to health care delivery, connected by an industry-leading electronic medical record, 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 have the ability to email their doctor, schedule appointments, check test results and order prescription refills online — all at no additional cost.

Please visit Kaiser Permanente’s Care Stories website, where Kaiser Permanente members speak about their care in their own words.

Kaiser Permanente’s regions in Colorado, Georgia, the Mid-Atlantic and the Northwest were also highest-ranked in the J.D. Power study. For more comprehensive health plan rankings for all 18 U.S. regions, please visit www.jdpower.com.

Kaiser Foundation Health Plan, Inc. received the highest numerical score among commercial health plans in the California region in the proprietary J.D. Power 2008-2015 U.S. Member Health Plan StudiesSM. Study based on 31,543 total member responses, measuring seven plans in California (excludes Medicare and Medicaid). Proprietary study results are based on experiences and perceptions of members surveyed November-December 2014. Your experiences may vary. Visit jdpower.com.

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 approximately 9.6 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 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