patient centered care on the internet anna-lisa silvestre vice president, online services internet...
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![Page 1: Patient Centered Care on the Internet Anna-Lisa Silvestre Vice President, Online Services Internet Services Group January 2005](https://reader030.vdocuments.site/reader030/viewer/2022032604/56649e5f5503460f94b59088/html5/thumbnails/1.jpg)
Patient Centered Care on the Internet
Anna-Lisa SilvestreVice President, Online Services
Internet Services GroupJanuary 2005
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TE About Kaiser Permanente
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
![Page 5: Patient Centered Care on the Internet Anna-Lisa Silvestre Vice President, Online Services Internet Services Group January 2005](https://reader030.vdocuments.site/reader030/viewer/2022032604/56649e5f5503460f94b59088/html5/thumbnails/5.jpg)
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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.
![Page 6: Patient Centered Care on the Internet Anna-Lisa Silvestre Vice President, Online Services Internet Services Group January 2005](https://reader030.vdocuments.site/reader030/viewer/2022032604/56649e5f5503460f94b59088/html5/thumbnails/6.jpg)
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TE 10 Clinical Priority Areas
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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TE Population Management:
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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TE 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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TE KP is implementing new care
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
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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
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KP.org homepageKP.org homepage
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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
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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
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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
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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
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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
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Current functionality - Job SeekersCurrent functionality - Job Seekers
Link to KP Jobs
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Members homepageMembers homepage
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Make appointmentsMake appointments
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Prescription RefillPrescription Refill
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Health encyclopediaHealth encyclopedia
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Drug encyclopediaDrug encyclopedia
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Healthy lifestyle programsHealthy lifestyle programs
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Facility directoryFacility directory
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Contact Member ServicesContact Member Services
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Medical staff directoryMedical staff directory
Links to MD Homepages
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NCAL Physician homepagesNCAL Physician homepages
Links to kp.org
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Choose a physician onlineChoose a physician online
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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
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Lab test resultsLab test results
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Lab test result detailsLab test result details
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Problem listProblem list
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Current medicationsCurrent medications
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Eligibility & benefits Eligibility & benefits
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Past office visitsPast office visits
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Past office visit detailsPast office visit details
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Contact your physician’s officeContact your physician’s office
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Members homepageMembers homepage