March 17, 2016

Highest for member satisfaction in California in 2016

OAKLAND, Calif. — For the ninth consecutive year, Kaiser Permanente has been given the highest ranking for customer satisfaction in California — ahead of all other health plans in the state that were included in the study — according to the J.D. Power 2016 Member Health Plan Study, released this week.

Kaiser Permanente outperformed 6 other health plans in California, scoring 775 points on a 1,000-point scale, 63 points higher than the next highest rated health plan score in the state. The organization received the highest score in overall member satisfaction and all 6 study factors within the California region, including: customer service, information and communication, provider choice, claims processing, cost and coverage and benefits.

2016 J.D. Power Customer Satisfaction trophy--A flat glass statuette with a metal base and a round black and gold badge at the top"We are very pleased and honored to receive the highest ranking from J.D. Power once again,” said Wade J. Overgaard, Kaiser Permanente’s senior vice president, Health Plan Operations. “Our members are the focus of everything we do in the organization. This recognition demonstrates the value of our integrated health system which allows our members to access high-quality care when and how they want it.”

The study, which was conducted from October 2015 through December 2015, examines the member experience and reflects the responses of more than 31,000 members in 135 commercial health plans throughout the United States.

Kaiser Permanente offers a coordinated approach to health care delivery, connected by an industry-leading electronic medical record, Kaiser Permanente HealthConnect®. With easy-to-use, web-based tools, members have online access to useful health information, medical records and tools to communicate with their care team. They have the ability to email their doctor, schedule appointments, check test results and order prescription refills online — all at no additional cost.

Please visit Kaiser Permanente’s Care Stories website where Kaiser Permanente members speak about their care in their own words.

Kaiser Permanente’s regions in Colorado, Georgia, the Mid-Atlantic and the Northwest were also highest-ranked in their regions in the J.D. Power study. For more comprehensive health plan rankings for all 18 U.S. regions, please visit

About Kaiser Permanente

Kaiser Permanente is committed to helping shape the future of health care. We are recognized as one of America’s leading health care providers and not-for-profit health plans. Founded in 1945, Kaiser Permanente has a mission to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve. We currently serve more than 10 million members in eight states and the District of Columbia. Care for members and patients is focused on their total health and guided by their personal physicians, specialists and team of caregivers. Our expert and caring medical teams are empowered and supported by industry-leading technology advances and tools for health promotion, disease prevention, state-of-the-art care delivery and world-class chronic disease management. Kaiser Permanente is dedicated to care innovations, clinical research, health education and the support of community health.