News & Views

Press Release

Kaiser Permanente Ranks Highest in Maryland and Virginia in J.D. Power Member Satisfaction Study

Kaiser Permanente members in Maryland and Virginia more satisfied than members of any other health plan available to them

June 6, 2017



Two physicians in room talking to patient who is in bed

ROCKVILLE, Maryland —  Kaiser Permanente members in Maryland and Virginia are more satisfied with their health plan than members of any other plan included in the study in those states, according to the J.D. Power 2017 Member Health Plan Study.SM

Receiving a total of 794 points on a 1,000-point scale, Kaiser Permanente of the Mid-Atlantic States scored 71 points higher than the regional average for overall member satisfaction and 71 points higher than the next highest ranked plan in Maryland.

In Virginia, Kaiser Permanente of the Mid-Atlantic States received a total of 769 points on a 1,000-point scale, which is 67 points higher than the regional average for overall member satisfaction and 48 points higher than the next highest ranked plan.

“More than 9,500 employees — including nearly 1,500 physicians — in our region commit ourselves every day to providing our members with the kind of care and service that we would expect for ourselves and our families,” said Kim Horn, president of Kaiser Permanente of the Mid-Atlantic States. “We are extremely grateful that our members consistently rate us highest in satisfaction because it shows we are accomplishing our goal of providing the affordable, high-quality health care coverage our members expect and deserve.”

The 11th annual J.D. Power study examines the experience of health plan members in six key areas: coverage and benefits, cost, provider choice, customer service, information and communication, and claims processing.

For the previous eight years, 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 region, which consisted of Virginia, Maryland and Washington, D.C. This year marks the first time that the survey looked at Virginia and Maryland separately.

Kaiser Permanente of the Mid-Atlantic States provides care for more than 710,000 members in Maryland, Virginia and Washington, D.C. To accommodate a growing demand for Kaiser Permanente’s integrated package of care and coverage, the organization recently announced its new North Arundel Medical Center in Glen Burnie, Maryland, and Abingdon Medical Center in Harford County, Maryland — as well as plans for a new medical building in Alexandria, Virginia. Kaiser Permanente of the Mid-Atlantic States also recently announced a new administrative facility in Prince George’s County, Maryland, which will accommodate 850 employees.

“Kaiser Permanente is recognized by our members and by industry experts for the nation-leading care we deliver year after year after year,” said Bernadette Loftus, MD, associate executive medical director for Mid-Atlantic Permanente Medical Group, P.C. “As these J.D. Power results illustrate, our award-winning physicians in Maryland, Virginia and Washington, D.C., are dedicated to providing the best care for our patients.”

The J.D. Power 2017 Member Health Plan Study measures member satisfaction among 168 health plans in 22 geographic regions throughout the United States.

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. Each health plan included in the J.D. Power 2017 Member Health Plan Study was measured on a scale of 1,000 points for overall member satisfaction.

In addition to the J.D. Power award, Kaiser Permanente of the Mid-Atlantic States has received numerous regional and national accolades. Last year, the National Committee for Quality Assurance revealed Kaiser Permanente of the Mid-Atlantic States to be the only private plan available through employer-sponsored health coverage in Virginia, Maryland and the District of Columbia — and one of only 13 private health plans available nationwide — to earn a 5 out of 5 rating in its NCQA Health Insurance Plan Ratings 2016-2017. In addition, Kaiser Permanente has the highest rated Medicare plan in Virginia, Maryland and the District of Columbia. According to the 2016 NCQA Quality Compass® data, Kaiser Permanente of the Mid-Atlantic States rates No. 1 in the nation for breast cancer screening, controlling high blood pressure and five other quality measures.

About Kaiser Permanente of the Mid-Atlantic States
Kaiser Permanente of the Mid-Atlantic States region, headquartered in Rockville, Maryland, provides and coordinates complete health care services for more than 710,000 members through 30 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 nearly 1,500 physicians, making it the largest medical group in DC, Maryland and Virginia. Kaiser Permanente of the Mid-Atlantic States is the only Private plan available through employer-sponsored health coverage in Virginia, Maryland and the District of Columbia — and one of only 13 Private health plans available nationwide — to earn a 5 out of 5 rating from the National Committee for Quality Assurance (NCQA) Health Insurance Plan Ratings 2016–2017. In addition, Kaiser Permanente has the No. 1 Medicare plan in Maryland, Virginia and Washington, D.C. For more information about Kaiser Permanente of the Mid-Atlantic States, visit kp.org or follow us on Twitter, twitter.com/KPMidAtlantic, or Facebook, www.facebook.com/kpthrive.