This is just a guess, but I think using technology here too is creating better satisfaction. As a patient if you can log on electronically to your medical records, see your labs, medications and request refills, etc. it makes sense to me. My 85 year old mother, not with Kaiser as she is in Arizona, had a pharmacy benefit manager who did everything online and this year a new contract was awarded to a PBM that relies on fax and phone calls and it’s a lot more work and chasing around for her. She liked having it online a lot better and I can imagine that this is huge at Kaiser too, why wouldn’t it be to use your PHR and have all the information you need in front of you. 8.6 million the article states have the option and you can see below where this is going with almost 1/3 so far managing their healthcare online. BD
OAKLAND, Calif. — Kaiser Permanente announced today that the organization’s mail-in pharmacy benefits ranked highest in customer satisfaction in the J.D. Power and Associates 2009 National Pharmacy Study. The study measured more than a dozen mail-order pharmacies, and participants were asked to evaluate them across five factors: ordering convenience, delivery convenience, medication availability and information, cost competitiveness and customer service. Kaiser Permanente's mail-order pharmacy is supported by the organization's electronic health record, Kaiser Permanente HealthConnect®, and members' personal health record, My Health Manager at kp.org.
"We have long known that Kaiser Permanente members appreciate the ease and convenience of ordering and refilling prescriptions via phone and online, and are thrilled to have that recognized by the J.D. Power and Associates study," said Al Carver, vice president, pharmacy strategy and operations at Kaiser Permanente. "Easy access to medication info, online prescription orders and having them delivered at an affordable price supports members' ability to manage their own health and that of their loved ones."