Patient Centered Care on the Internet

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Patient Centered Care on the Internet

• Anna-Lisa Silvestre
• Vice President, Online Services
• Internet Services Group
• January 2005

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About Kaiser Permanente

• Integrated health care delivery
  system

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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
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Kaiser Permanente Partnership
Kaiser Foundation Health Plan Hospitals
Permanente Medical Group

• Common Vision
• Exclusivity
• Joint Governance Decision-Making

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Our Mission
To provide high quality, affordable health care
services and to improve the health of our members
and the communities we serve.
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10 Clinical Priority Areas
KP Members Clinical Area with 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
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Population Management More than Care Case
Management
Redesigning Processes
Targeting Population(s)
Measurement of Outcomes Feedback
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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

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KP is implementing new care and business systems
Web Access Portal
Health Plan
Ancillaries
Care Delivery Core
Scope of KP HealthConnect Suite
Outpatient
Inpatient
Clinicals
Billing
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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

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KP.org homepage
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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

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Current functionality - Purchasers

• 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

• 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

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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

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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

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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

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Current functionality - Job Seekers

• Link to KP Jobs

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Members homepage
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Make appointments
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Prescription Refill
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Health encyclopedia
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Drug encyclopedia
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Healthy lifestyle programs
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Facility directory
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Contact Member Services
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Medical staff directory
Links to MD Homepages
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NCAL Physician homepages
Links to kp.org
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Choose a physician online
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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

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Lab test results
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Lab test result details
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Problem list
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Current medications
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Eligibility benefits
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Past office visits
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Past office visit details
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Contact your physicians office
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Members homepage