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