Multi-Award-Winning Site Takes Top Honors in Prestigious
Survey
OAKLAND, Calif. (April 7, 2005) -- Kaiser Permanente today
announced that the organization’s website (www.kp.org)
has won top honors in the Customer Respect Group’s First
Quarter 2005 Online Customer Respect Survey.
In the survey, which looks at the online offerings and services
of some of the country’s largest pharmaceutical and
healthcare firms, Kaiser Permanente outscored the national
Customer Respect Index (CRI) rating average of 5.8 to earn
top honors with a score of 7.6.
In order to determine how a company treats its online customers,
the Customer Respect Group, an international research and
consulting firm, interviewed a representative sample of the
adult Internet population.
The survey evaluated the attributes that combined create
the entire online customer experience, which can be measured
by indicators of Simplicity (ease of navigation), Responsiveness
(quick and helpful responses to inquiries), Privacy (respect
for the privacy of the customer), Attitude (customer-focus
of site), Transparency (open and honest policies) and Principles
(values and respects customer data). Combined, these attributes
establish a company’s overall Customer Respect and give
a total CRI value.
“We’ve spent the past several years building
our website into something that truly makes a difference to
people’s health,” said Anna-Lisa Silvestre, Vice
President, Online Services for Kaiser Permanente. “It’s
important to us that when visitors choose to use www.kp.org
as their entryway to Kaiser Permanente that they receive quality,
secure, and timely information about their health plan and
our services.
The whole site is designed around the needs of people who
are trying to manage their total health and that of their
families. We place a premium on interactivity, accessibility,
and usability, in a way that pulls all the pieces together
in one convenient place.”
The Kaiser Permanente site provides a wealth of trusted health
information to both members and the general public. For members,
it serves as a gateway to a host of Kaiser Permanente services
and its interface is effective and user-friendly, with an
emphasis on design elements that add to, rather than distract
from, its focus on healthcare tools.
Multi-Award Winning Site
In addition to obtaining the top ranking for health plans
in this study, Kaiser Permanete’s Web Site has numerous
awards to its name. At the 2004 eHealthcare Leadership Awards,
the annual competition sponsored by eHealthcare Strategy &
Trends, the Web Site received three Platinum Awards, the highest
recognition, for Best Interactive Site for a Healthcare System,
Best Site Design for a Healthcare System and Best Site Design
for a Consumer General Health Site, respectively. The Kaiser
Permanente website was already a four-time winner of the eHealthcare
Leadership Award, including the 2003 Gold Award for Web design.
The site has also recently won an Honorable Mention in the
2004 C. Everett Koop Award competition for its implementation
of a comprehensive weight management program designed to help
members manage their weight, reduce obesity and improve their
overall health.
In addition, Kaiser Permanente’s Web Site also took
home two silver awards at the Spring 2004 World Wide Web Awards
competition. From a field of more than 1,100 competitors,
www.kp.org was awarded
two silver certificates (Miscellaneous Consumer and All Adults
21+ years) in the Health Promotion/Disease & Injury Prevention
Information class, and two silver certificates (Miscellaneous
Consumer and All Adults 21+ years) in the Patient Education
and Information class. The site also garnered “Best
Design Consumer Portal” honors in the 2004 Medicine
on the Net Awards.
About Kaiser Permanente
Kaiser Permanente is America’s leading integrated
health plan. Founded in 1945, it is a not-for-profit, group
practice prepayment program with headquarters in Oakland,
Calif. Kaiser Permanente serves the health care needs of some
8.2 million members in 9 states and the District of Columbia.
Today it encompasses the not-for-profit Kaiser Foundation
Health Plan, Inc., Kaiser Foundation Hospitals and their subsidiaries,
and the for-profit Permanente Medical Groups. Nationwide,
Kaiser Permanente includes approximately 134,000 technical,
administrative and clerical employees and more than 12,000
physicians representing all specialties.
Contacts:
Dena Durkin
Kaiser Permanente
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