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kp.org: Connecting Kaiser Permanente Members & Their Health Care Teams        Pamela Larson, MPH                          ...
About Kaiser Permanente Nation’s largest  nonprofit health  plan Integrated health  care delivery  system 9 million mem...
www.kp.org has changed the way Kaiser    Permanente membersmanage their health
Integrated PHR
As of December 20124 MILLIONKaiser Permanente Members are      Registered for kp.org
Adoption is Driven by Relevant     and Trusted ServicesEstimated members with access to secure features as a percent of to...
what drives adoption?                                            PHR AdoptionAdoption       70%                           ...
kp.org registered members’median age is        48(16% are 65 or older)    58%     are women
My Health Managerempowers membersto take charge of their health
January – Dec 2012     members      viewed           32     Million        lab tests          results
sent    13Million emails tophysicians
Secure Messaging – email my doctor
Health Outcomes     Health outcomesImproved qualityscores……associated with securemessaging, including 2percent to 6.5 perc...
12       Million  Refill requests             sent>30% of all refills
scheduled         3  Millionappointments
www.kp.orgenables membersto track their medicalrecords, manage conditions &find health plan information
Health OutcomesDigitalCoachingresults inpositive healthoutcomes24         © 2012 Kaiser Foundation Health Plan, Inc.
Health Coaching: Online, By Phone, In Person               |   © 2011 Kaiser Foundation Health Plan, Inc. For internal  25...
88%   Very satisfied or satisfied with kp.org                  48%   40%                              8%                  ...
Favorable               opinion ofkp.org use      Kaiser              Permanente             kp.org use    Opinion of     ...
Digital EngagementIncreases loyalty to practice      Patients with online access to key      components of the electronic ...
My Health Managernow availableto go
Success Factors        • Change management          strategy        • Effective          communication        • Sponsorshi...
Challenges• Outspoken resisters• Inadequate resources  and budget                                      • Variable support ...
www.kp.org has changed the way Kaiser    Permanente membersmanage their health
Pamela Larson, MPH Director, Consumer Health  Internet Services Group   Pamela.larson@kp.org       (925) 598.2705
iHT2 Health IT Summit San Francisco 2013 - Pamela Larson, Director of Consumer Health, Kaiser Permanente Internet Services...
iHT2 Health IT Summit San Francisco 2013 - Pamela Larson, Director of Consumer Health, Kaiser Permanente Internet Services...
iHT2 Health IT Summit San Francisco 2013 - Pamela Larson, Director of Consumer Health, Kaiser Permanente Internet Services...
iHT2 Health IT Summit San Francisco 2013 - Pamela Larson, Director of Consumer Health, Kaiser Permanente Internet Services...
iHT2 Health IT Summit San Francisco 2013 - Pamela Larson, Director of Consumer Health, Kaiser Permanente Internet Services...
iHT2 Health IT Summit San Francisco 2013 - Pamela Larson, Director of Consumer Health, Kaiser Permanente Internet Services...
iHT2 Health IT Summit San Francisco 2013 - Pamela Larson, Director of Consumer Health, Kaiser Permanente Internet Services...
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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
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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  • Transcript of "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""

    1. 1. kp.org: Connecting Kaiser Permanente Members & Their Health Care Teams Pamela Larson, MPH March 2013 Institute for Health Technology Transformation
    2. 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. 3. www.kp.org has changed the way Kaiser Permanente membersmanage their health
    4. 4. Integrated PHR
    5. 5. As of December 20124 MILLIONKaiser Permanente Members are Registered for kp.org
    6. 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. 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. 8. kp.org registered members’median age is 48(16% are 65 or older) 58% are women
    9. 9. My Health Managerempowers membersto take charge of their health
    10. 10. January – Dec 2012 members viewed 32 Million lab tests results
    11. 11. sent 13Million emails tophysicians
    12. 12. Secure Messaging – email my doctor
    13. 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. 14. 12 Million Refill requests sent>30% of all refills
    15. 15. scheduled 3 Millionappointments
    16. 16. www.kp.orgenables membersto track their medicalrecords, manage conditions &find health plan information
    17. 17. Health OutcomesDigitalCoachingresults inpositive healthoutcomes24 © 2012 Kaiser Foundation Health Plan, Inc.
    18. 18. Health Coaching: Online, By Phone, In Person | © 2011 Kaiser Foundation Health Plan, Inc. For internal 25 use only. March 29, 2013
    19. 19. 88% Very satisfied or satisfied with kp.org 48% 40% 8% 3% 1%Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied
    20. 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. 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. 22. My Health Managernow availableto go
    23. 23. Success Factors • Change management strategy • Effective communication • Sponsorship and champions • Decision making at right levels • Input from patients
    24. 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. 25. www.kp.org has changed the way Kaiser Permanente membersmanage their health
    26. 26. Pamela Larson, MPH Director, Consumer Health Internet Services Group Pamela.larson@kp.org (925) 598.2705

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