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Patient Centered Care on the Internet

Patient Centered Care on the Internet. Anna-Lisa Silvestre Vice President, Online Services Internet Services Group January 2005. 8.4 million members. 11,000+ physicians. 134,000 employees. 8 regions serving 9 states and D.C. 30 hospitals and medical centers 431 medical offices

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Patient Centered Care on the Internet

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  1. Patient Centered Care on the Internet Anna-Lisa Silvestre Vice President, Online Services Internet Services Group January 2005

  2. 8.4 million members • 11,000+ physicians • 134,000 employees • 8 regions serving 9 states and D.C. • 30 hospitals and medical centers • 431 medical offices • $22.5 billion annual revenues About Kaiser Permanente • Integrated health care delivery system

  3. A Prepaid Integrated Delivery System With Aligned Incentives • Social Purpose • Quality Driven • Shared Accountability for Program Success • Integration along Multiple Dimensions • Prevention & Care Management Focus Permanente Medical Group Health Plan Members Kaiser Foundation Hospitals Kaiser Foundation Health Plan

  4. Kaiser Permanente Partnership Kaiser Foundation Health Plan & Hospitals Permanente Medical Group • Common Vision • Exclusivity • Joint Governance & Decision-Making

  5. Our Mission To provide high quality, affordable health care services and to improve the health of our members and the communities we serve.

  6. 10 Clinical Priority Areas KP MembersClinical Areawith this Condition Asthma 141,000 Coronary Artery Disease 256,000 Depres sion 411,000 Diabetes 577,000 Heart Failure 94,000 Cancer 25,000 new cases/yr Chronic Pain ~1,000,000 Elder Care 917,000 Obesity ~25% of adults Self Care 8.4MM

  7. Level 3 Highly complex members Intensive or Case Management Level 2 High risk members Assisted Care or Care Management Usual Care with Support Level 1 70-80% of a CCM pop Population Management:More than Care & Case Management Redesigning Processes Targeting Population(s) Measurement of Outcomes & Feedback

  8. Strategy: Make it easier to do the right thing... • Identify the right thing • Define evidence-based medicine • Identify successful practices • Leverage measurement to guide performance improvement • Make the right thing easier • Embed guidelines within systems to support practice • Implement effective and innovative models of care • Support teams of professionals to care for members • Leverage technology to support population-based care

  9. Membership/Benefits Scheduling Scheduling Outpatient Pharmacy Registration Registration ClaimsProcessing Lab Clinicals Radiology/Imaging Benefits Accumulation Billing Pharmacy Others (immunizations, EKG, dictation) Pricing System Emergency Department Data Warehouse / EDR Enterprise Data Repository KP is implementing new care and business systems Web Access Portal Ancillaries Health Plan Care Delivery Core Scope of KP HealthConnect Suite Outpatient Inpatient Clinicals Billing

  10. Our Internet Presence Kaiserpermanente.org serves 6 audiences • 10 million visits per year • 800K registered members • 1.5 million refills per year • 25% of all employer self service transactions • over half of all individual and family plan enrollment applications

  11. KP.org homepage

  12. Current functionality - Members • Rx Refill • appointments requests (automated in Ncal) • MD directory • facility directory • nurse and pharmacist advice • discussion groups • featured health topics • contact member services • ID request • health education classes • preventative guidelines • download forms & brochures • how to use KP services • travel coverage • change address • FAQs • secure mailbox • national & local news announcements

  13. Current functionality - Purchasers • Prospective employers • benefit & coverage summary (by business line) • request quotes • description of KP - why to buy us • contact sales rep • Kaiser on-the-job • national Acct description • apply for coverage • tour site for members & accounts • covered zip codes • Existing employers • enroll member • term member • change demo • view, download & pay bill • forms & brochures downloads • contact acct manager • employer newsletters • marketing materials order • gateway “your company pages” • Senior Advantage info • About KP • secure mailbox • Facility and MD directories • covered zip codes

  14. Current functionality - Prospective Member • Choices for: • Personal Advantage • Senior Advantage • Group members • Federal members • Quest • Child Health Plan • STEPs • Selecting a health plan • Why join KP • Glossary • About KP - history, programs, quality • Facility directory • MD directory • covered zip codes • Featured health topics • Medical and Rx encyclopedia • contact for assistance • Individual also has: • Apply on line - automated in CA • Instant Quote • benefit summary • secure mailbox • Medicare also has: • benefit summary • guide to 65+ coverage

  15. Current functionality - Broker • contact sales representative • covered zip codes • facility directory • MD directory • how to become a broker with KP • preview and gateway to customer account services • coverage & benefit info • apply for coverage • senior advantage info • form & document library • order enrollment materials • create your own marketing materials • request a quote (online in California) • broker newsletter

  16. Current functionality - News Media • current news releases • new release archives • media kit • physician columns • KP history, structure, facts • executive biographies • quality standards • community involvement • tour member site • media contacts • speakers bureau • facility directory

  17. Current functionality - Job Seekers Link to KP Jobs

  18. Members homepage

  19. Make appointments

  20. Prescription Refill

  21. Health encyclopedia

  22. Drug encyclopedia

  23. Healthy lifestyle programs

  24. Facility directory

  25. Contact Member Services

  26. Medical staff directory Links to MD Homepages

  27. NCAL Physician homepages Links to kp.org

  28. Choose a physician online

  29. Shared Medical Record • Lab test results • Your future appointments • Eligibility and benefits • Contact your physician's office • Your ongoing health conditions • Your immunizations • Request change to your medical record • Your allergies • Past office visit information • Account Summary • Make Appointments • View Medications

  30. Lab test results

  31. Lab test result details

  32. Problem list

  33. Current medications

  34. Eligibility & benefits

  35. Past office visits

  36. Past office visit details

  37. Contact your physician’s office

  38. Members homepage

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