Kaiser Permanente of the Mid-Atlantic States Ranks Highest in J.D. Power Member Health Plan Study

Health plan leads in customer satisfaction for 8th year in a row

Press Release

ROCKVILLE, Maryland — Kaiser Permanente of the Mid-Atlantic States received the J.D. Power award for ranking highest in overall member satisfaction among commercial health plans in the Mid-Atlantic States region for the eighth consecutive year according to the J.D. Power 2016 Member Health Plan Study.

The J.D. Power Member Health Plan Study measures satisfaction among members of 135 health plans in 18 regions nationwide, by examining six key factors: coverage and benefits; provider choice; information and communication; claims processing; cost; and customer service. More than 31,000 members were surveyed about their opinions and experiences with commercial health plans.

Within the Mid-Atlantic region, Kaiser Permanente achieved the highest scores in the following study factors:2016 J.D. Power Customer Satisfaction trophy--A flat glass statuette with a metal base and a round black and gold badge at the top

  • cost
  • information and communication
  • customer service

“We are honored to receive this award from J.D. Power because it’s a direct reflection of what Kaiser Permanente members experience with us and how satisfied they are about the level of service we provide,” said Kim Horn, president of Kaiser Permanente of the Mid-Atlantic States. “Our team of more than 7,600 employees strive every day to provide members with exceptional service and they are committed to continually enhancing the member experience.”

“We are grateful that our members have again voiced their satisfaction with the exceptional care of our physicians and with our top rated integrated model,” said Bernadette Loftus, MD, associate executive medical director for Mid-Atlantic Permanente Medical Group, P.C. “By receiving this recognition for the eighth consecutive year, we believe that our patients prefer our approach to care and our commitment to clinical excellence.”

This latest ranking from J.D. Power, provides members and prospective members with another indicator of high-quality and customer satisfaction as they make coverage decisions for the coming year.

In addition to the J.D. Power award, the National Committee on Quality Assurance rated Kaiser Permanente in the top 3 percent of all commercial and Medicare health plans and, all 29 of its local medical centers received the highest rating (Level III) for Patient Centered Medical Home, a best practice in coordinated care delivery.

About Kaiser Permanente of the Mid-Atlantic States
About Kaiser Permanente of the Mid-Atlantic States Kaiser Permanente of the Mid-Atlantic States, headquartered in Rockville, Maryland, provides and coordinates complete health care services for more than 620,000 members through 29 medical centers in Maryland, Virginia and Washington, D.C. Founded in 1980, Kaiser Permanente of the Mid-Atlantic States is a total health organization comprising 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 more than 1,300 physicians. Kaiser Permanente of the Mid-Atlantic States was rated in the nation’s top 9 Medicare plans and the top 11 Commercial health plans — by The “NCQA Health Insurance Plan Ratings 2015-2016 report.” For more information about Kaiser Permanente of the Mid-Atlantic States, visit kp.org or follow us on Twitter, twitter.com/KPMidAtlantic.