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Kaiser Permanente recognized for customer service, electronic health record implementation Posted: February 22nd, 2011

By Maryalene LaPonsie

Non-profit insurer Kaiser Permanente was recently recognized by three organizations for excellence in the areas of customer loyalty, customer service and electronic health record use.

The company, which serves 8.7 million members in nine states and the District of Columbia, scored highest in the health insurance sector for customer service on the Satmetrix 2011 Net Promoter rankings. To calculate rankings, Satmetrix looked at various aspects of the customer experience as well as overall value provided. Kaiser Permanente's score was 30 points higher than industry average.

Kaiser Permanente was also honored as a 2011 Customer Service Champion by J.D. Power and Associates. The health insurance company is one of only 40 firms - across all sectors - to earn this distinction. While the qualification process looked at several different customer "touch points," Kaiser Permanente was noted for excelling in the areas of product and price, according to a press release announcing the honor.

Finally, the Healthcare Information and Management Systems Society (HIMSS) has recognized Kaiser Permanente with Stage 7 Awards for the third straight year. The awards are granted to hospitals that have achieved the highest level of electronic health record implementation. The 11 honors granted in 2011 brings to 35 the total number of Stage 7 Awards the company has received in the last three years.