patient centered care on the internet anna-lisa silvestre vice president, online services internet...

Patient Centered Care on the Internet

Anna-Lisa SilvestreVice President, Online Services

Internet Services GroupJanuary 2005

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Integrated health care delivery system

30 hospitals and medical centers

431 medical offices

$22.5 billion annual revenues

8.4 million members

134,000 employees

8 regions serving 9 states and D.C.

11,000+ physicians

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A Prepaid Integrated Delivery System With Aligned Incentives

Kaiser Foundation Hospitals

PermanenteMedicalGroup

KaiserFoundationHealth Plan

Health PlanMembers

• Social Purpose

• Quality Driven

• Shared Accountability for Program Success

• Integration along Multiple Dimensions

• Prevention & Care Management Focus

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Kaiser Permanente Partnership

Permanente Medical Group

• Common Vision • Exclusivity• Joint Governance & Decision-Making

Kaiser FoundationHealth Plan

& Hospitals

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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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KP Members Clinical Area with this ConditionAsthma 141,000

Coronary Artery Disease 256,000

Depression 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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More than Care & Case Management

Intensive

or Case Management

Assisted Care or Care Management

Usual Care with Support

Level 170-80% of a

CCM pop

Level 2High risk members

Level 3Highly complex members

Targeting Population(s)

Redesigning Processes

Measurement of Outcomes & Feedback

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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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and business systems

Lab

Radiology/Imaging

Others (immunizations, EKG, dictation)

Outpatient Pharmacy

Care Delivery Core Health Plan

ClaimsProcessing

Membership/Benefits

Benefits Accumulation

PricingSystem

Outpatient

Clinicals

Scheduling

Registration

Inpatient

Scheduling

Billing

Pharmacy

Registration

EmergencyDepartment

Clinicals

Web Access Portal

Data Warehouse / EDR Enterprise Data Repository

Scope of KP HealthConnect Suite

Billing

Ancillaries

Our Internet PresenceOur 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

KP.org homepageKP.org homepage

Current functionality - MembersCurrent 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

Current functionality - PurchasersCurrent 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

Current functionality - Prospective MemberCurrent 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

Current functionality - BrokerCurrent functionality - Broker

• 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

• contact sales representative

• covered zip codes

• facility directory

• MD directory

• how to become a broker with KP

• preview and gateway to customer account services

Current functionality - News MediaCurrent 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

Current functionality - Job SeekersCurrent functionality - Job Seekers

Link to KP Jobs

Members homepageMembers homepage

Make appointmentsMake appointments

Prescription RefillPrescription Refill

Health encyclopediaHealth encyclopedia

Drug encyclopediaDrug encyclopedia

Healthy lifestyle programsHealthy lifestyle programs

Facility directoryFacility directory

Contact Member ServicesContact Member Services

Medical staff directoryMedical staff directory

Links to MD Homepages

NCAL Physician homepagesNCAL Physician homepages

Links to kp.org

Choose a physician onlineChoose a physician online

Shared Medical Record 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

Lab test resultsLab test results

Lab test result detailsLab test result details

Problem listProblem list

Current medicationsCurrent medications

Eligibility & benefits Eligibility & benefits

Past office visitsPast office visits

Past office visit detailsPast office visit details

Contact your physician’s officeContact your physician’s office

Members homepageMembers homepage