Patient Portals Generate Loyalty - Kaiser Study

Kaiser Permanente members who used the HMO's personal health record (PHR) were more than twice as likely to remain with Kaiser than were non-users, according to a new study in the American Journal of Managed Care.This finding has implications for patient loyalty to other healthcare organizations not affiliated with insurers.

My Health Manager, Kaiser's PHR, is linked to its electronic health record and contains a subset of the clinical data in the EHR. The PHR also offers Web portal features such as the ability to request prescription refills and appointments, view lab results, and have e-mail consultations with physicians.

"Patients value and love the convenience of having their own information readily available to them at any point in time from wherever they want to have it," she said. More than 63% of eligible Kaiser members use My Health Manager. On average, more than 1 million secure e-mail messages are sent to Kaiser Permanente doctors and clinicians each month, and nearly 2.5 million lab test results are viewed online. Although these are two of the PHR's most popular features, Kaiser members also like the PHR because of the access it provides to their health records, said Terhilda Garrido, VP of health IT transformation and analytic, in an interview withInformationWeek Healthcare.

"Patients value and love the convenience of having their own information readily available to them at any point in time from wherever they want to have it," she said.


By Ken Terry InformationWeek August 03, 2012 01:08 PM

 

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