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iHT2 Health IT Summit San Francisco 2013 - Pamela Larson, Director of Consumer Health, Kaiser Permanente Internet Services, "kp.org: Connecting Kaiser Permanente Members & Their Health Care Teams"

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iHT2 Health IT Summit San Francisco 2013 - Pamela Larson, Director of Consumer Health, Kaiser Permanente Internet Services, "kp.org: Connecting Kaiser Permanente Members & Their Health Care Teams"

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Pamela Larson, MPH ...

Pamela Larson, MPH
Director of Consumer Health
Kaiser Permanente Internet Services

iHT² case studies and presentations illustrate challenges, successes and various factors in the outcomes of numerous types of health IT implementations. They are interactive and dynamic sessions providing opportunity for dialogue, debate and exchanging ideas and best practices.

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  • December 2011 User Experience Indicator Survey (n=1,912)
  • As members’ self-reported kp.org use increases, their overall opinion of KP (measured on a 0-10 point scale; poor to excellent) increases. This is from the 2010 Brand Strength Monitor survey conducted by National Market Research. Differences are statistically significant (F=7.5, p<.001).
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  • 1. kp.org: Connecting Kaiser Permanente Members & Their Health Care Teams Pamela Larson, MPH March 2013 Institute for Health Technology Transformation
  • 2. About Kaiser Permanente Nation’s largest nonprofit health plan Integrated health care delivery system 9 million members 16,600 physicians 172,000 employees 37 hospitals 611 medical offices and other outpatient facilities
  • 3. www.kp.org has changed the way Kaiser Permanente membersmanage their health
  • 4. Integrated PHR
  • 5. As of December 20124 MILLIONKaiser Permanente Members are Registered for kp.org
  • 6. Adoption is Driven by Relevant and Trusted ServicesEstimated members with access to secure features as a percent of total eligible Kaiser Permanente membership (age 13+ with regular Internet access). 63% 58% 52% 41% 29% 22% 2006 2007 2008 2009 2010 2011
  • 7. what drives adoption? PHR AdoptionAdoption 70% Schedule/Cancelaccelerates 60% Appointmentswhen 50%members can 40% Single Visit Activationget more 30% Past Office Visit Infodone online. 20% Lab Results e-mail My Doctor 10% Rx Refill 0% 2003 2004 2005 2006 2007 2008 2009 2010 7
  • 8. kp.org registered members’median age is 48(16% are 65 or older) 58% are women
  • 9. My Health Managerempowers membersto take charge of their health
  • 10. January – Dec 2012 members viewed 32 Million lab tests results
  • 11. sent 13Million emails tophysicians
  • 12. Secure Messaging – email my doctor
  • 13. Health Outcomes Health outcomesImproved qualityscores……associated with securemessaging, including 2percent to 6.5 percentimprovements inglycemic, cholesterol andblood pressure screeningand control.(Health Affairs, 29, NO. 7, 2010) 15 © 2012 Kaiser Foundation Health Plan, Inc.
  • 14. 12 Million Refill requests sent>30% of all refills
  • 15. scheduled 3 Millionappointments
  • 16. www.kp.orgenables membersto track their medicalrecords, manage conditions &find health plan information
  • 17. Health OutcomesDigitalCoachingresults inpositive healthoutcomes24 © 2012 Kaiser Foundation Health Plan, Inc.
  • 18. Health Coaching: Online, By Phone, In Person | © 2011 Kaiser Foundation Health Plan, Inc. For internal 25 use only. March 29, 2013
  • 19. 88% Very satisfied or satisfied with kp.org 48% 40% 8% 3% 1%Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied
  • 20. Favorable opinion ofkp.org use Kaiser Permanente kp.org use Opinion of Kaiser Permanente (0-10) High use 8.5 Some use 8.4 No use 7.8
  • 21. Digital EngagementIncreases loyalty to practice Patients with online access to key components of the electronic health record’s patient portal, My Health Manager, are 2.6 times more likely than nonusers to remain Kaiser Permanente members. (The American Journal of Managed Care, July 2012) 28 © 2012 Kaiser Foundation Health Plan, Inc.
  • 22. My Health Managernow availableto go
  • 23. Success Factors • Change management strategy • Effective communication • Sponsorship and champions • Decision making at right levels • Input from patients
  • 24. Challenges• Outspoken resisters• Inadequate resources and budget • Variable support from sponsors • Skills of implementers and champions • Multiple major initiatives deployed concurrently • Adoption of paradigm shift • Impact to daily operations
  • 25. www.kp.org has changed the way Kaiser Permanente membersmanage their health
  • 26. Pamela Larson, MPH Director, Consumer Health Internet Services Group Pamela.larson@kp.org (925) 598.2705