Meeting patient needs and exceeding expectations

Key access and experience efforts included forming 3 focused learning groups that allowed leaders to share best practices and adopt key learnings to bring back to their medical group. These groups worked to enhance the patient experience in scheduling appointments and connecting with care teams.  

To oversee these advancements in access and experience, the executive medical directors (EMDs) of the PMGs appointed a new chief medical officer for Care Experience and a chief medical officer for Care Navigation, to collaborate with KFHP/H’s interim chief experience officer. Under their guidance, PMG access and experience leaders developed national requirements for how Kaiser Permanente assesses vendors.  

A critical aspect of exceeding patient needs and expectations is creating value within Kaiser Permanente’s integrated system. In this context, the Federation partnered with KFHP/H to help launch programs aimed at enhancing Kaiser Permanente’s value-based care model. As part of this work, the Federation helped provide extensive quality reviews and data analytics to pinpoint barriers to better outcomes and mitigate financial pressures so that patients can receive high-quality care where and when it’s needed.