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Kaiser Permanente Receives Top Marks in 2009 J.D. Power and Associates Study
Date:4/16/2009

by examining seven key factors that each represent a distinct part of the member experience and together encompass the relationship between the health plan and its member: coverage and benefits; provider choice; information and communication; claims processing; statements; customer service; and approval processes.

Each health plan included in the J.D. Power and Associates 2009 National Health Insurance Plan Study(SM) was measured on a scale of 1,000 points. Details of the results in each of the regions where Kaiser Permanente ranked highest are outlined below.

  • California: Kaiser Permanente earned 769 points, more than 50 points above the average score for this region. Additionally, Kaiser Permanente achieved significantly higher scores in 2009 compared to 2008, increasing 38 points.
  • Colorado: Kaiser Permanente earned 743 points, nearly 50 points above the average score for this region and increasing 20 points over 2008.
  • Northwest Region: Kaiser Permanente earned 751 points, nearly 40 points higher than the average for this region. This represents a 43-point increase over 2008.
  • Virginia-Maryland Region: Kaiser Permanente earned 743 points, nearly 40 points higher than the average for this region. The organization also increased in year-over-year results, improving 28 points from 2008.

About the J.D. Power and Associates 2009 National Health Insurance Plan Study(SM)

Now in its third year, the J.D. Power and Associates 2009 National Health Insurance Plan Study(SM) measures member satisfaction among 131 health plans in 17 regions throughout the United States by examining seven key factors: coverage and benefits; provider choice; information and communication; claims processing; statements; customer se
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SOURCE Kaiser Permanente
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