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.

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 members
manage their health

4. Integrated PHR

5. As of December 2012
4 MILLION
Kaiser Permanente Members are
Registered for kp.org

6. Adoption is Driven by Relevant
and Trusted Services
Estimated 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 Adoption
Adoption 70%
Schedule/Cancel
accelerates 60%
Appointments
when 50%
members can 40% Single Visit Activation
get more 30% Past Office Visit Info
done 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 Manager
empowers members
to take charge of their health

11. January – Dec 2012
members
viewed
32
Million
lab tests
results

13. sent
13
Million
emails to
physicians

14. Secure Messaging – email my doctor

15. Health Outcomes
Health outcomes
Improved quality
scores…
…associated with secure
messaging, including 2
percent to 6.5 percent
improvements in
glycemic, cholesterol and
blood pressure screening
and control.
(Health Affairs, 29, NO. 7, 2010)
15 © 2012 Kaiser Foundation Health Plan, Inc.

16. 12
Million
Refill requests
sent
>30% of all refills

18. scheduled
3
Million
appointments

20. www.kp.org
enables members
to track their medical
records, manage conditions &
find health plan information

24. Health Outcomes
Digital
Coaching
results in
positive health
outcomes
24 © 2012 Kaiser Foundation Health Plan, Inc.

25. Health Coaching: Online, By Phone, In Person
| © 2011 Kaiser Foundation Health Plan, Inc. For internal
25
use only. March 29, 2013

26. 88%
Very satisfied or
satisfied with kp.org
48%
40%
8%
3% 1%
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied

27. Favorable
opinion of
kp.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

28. Digital Engagement
Increases 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.

29. My Health Manager
now available
to go

30. Success Factors
• Change management
strategy
• Effective
communication
• Sponsorship and
champions
• Decision making at
right levels
• Input from patients

31. 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

32. www.kp.org
has changed the way Kaiser
Permanente members
manage their health

33. Pamela Larson, MPH
Director, Consumer Health
Internet Services Group
Pamela.larson@kp.org
(925) 598.2705