1. Patient Centered Care on the Internet Anna-Lisa Silvestre Vice President, Online Services Internet Services Group January 2005

2. KAISER PERMANENTE 2 About Kaiser Permanente  Integrated health care delivery system  30 hospitals and medical centers  431 medical offices  $22.5 billion annual revenues  8.4 million members  134,000 employees  8 regions serving 9 states and D.C.  11,000+ physicians

3. KAISER PERMANENTE 3 A Prepaid Integrated Delivery System With Aligned Incentives Kaiser Foundation Hospitals Permanente Medical Group Kaiser Foundation Health Plan Members Social Purpose Quality Driven Shared Accountability for Program Success Integration along Multiple Dimensions Prevention & Care Management Focus

4. KAISER PERMANENTE 4 Kaiser Permanente Partnership Permanente Medical Group Common Vision Exclusivity Joint Governance & Decision-Making Kaiser Foundation Health Plan & Hospitals

5. KAISER PERMANENTE 5 Our Mission To provide high quality, affordable health care services and to improve the health of our members and the communities we serve.

6. KAISER PERMANENTE 6 10 Clinical Priority Areas KP Members Clinical Area with this Condition Asthma 141,000 Coronary Artery Disease256,000 Depression 411,000 Diabetes577,000 Heart Failure 94,000 Cancer25,000 new cases/yr Chronic Pain~1,000,000 Elder Care917,000 Obesity~25% of adults Self Care8.4MM

7. KAISER PERMANENTE 7 Population Management: More than Care & Case Management Intensive or Case Management Assisted Care or Care Management Usual Care with Support Level 1 70-80% of a CCM pop Level 2 High risk members Level 3 Highly complex members Targeting Population(s) Redesigning Processes Measurement of Outcomes & Feedback

8. KAISER PERMANENTE 8 Strategy: Make it easier to do the right thing... Identify the right thing –Define evidence-based medicine –Identify successful practices –Leverage measurement to guide performance improvement Make the right thing easier –Embed guidelines within systems to support practice –Implement effective and innovative models of care –Support teams of professionals to care for members –Leverage technology to support population-based care

9. KAISER PERMANENTE 9 KP is implementing new care and business systems Lab Radiology/ Imaging Others (immunizations, EKG, dictation) Outpatient Pharmacy Care Delivery Core Health Plan Claims Processing Membership/ Benefits Benefits Accumulation Pricing System Outpatient Clinicals Scheduling Registration Inpatient Scheduling Billing Pharmacy Registration Emergency Department Clinicals Web Access Portal Data Warehouse / EDR Enterprise Data Repository Scope of KP HealthConnect Suite Billing Ancillaries

10. Our Internet Presence Kaiserpermanente.org serves 6 audiences – 10 million visits per year – 800K registered members – 1.5 million refills per year – 25% of all employer self service transactions – over half of all individual and family plan enrollment applications

11. KP.org homepage

12. Current functionality - Members Rx Refill appointments requests (automated in Ncal) MD directory facility directory nurse and pharmacist advice discussion groups featured health topics contact member services ID request health education classes preventative guidelines download forms & brochures how to use KP services travel coverage change address FAQs secure mailbox national & local news announcements

13. Current functionality - Purchasers Existing employers enroll member term member change demo view, download & pay bill forms & brochures downloads contact acct manager employer newsletters marketing materials order gateway “your company pages” Senior Advantage info About KP secure mailbox Facility and MD directories covered zip codes Prospective employers benefit & coverage summary (by business line) request quotes description of KP - why to buy us contact sales rep Kaiser on-the-job national Acct description apply for coverage tour site for members & accounts covered zip codes

14. Current functionality - Prospective Member Choices for: Personal Advantage Senior Advantage Group members Federal members Quest Child Health Plan STEPs Selecting a health plan Why join KP Glossary About KP - history, programs, quality Facility directory MD directory covered zip codes Featured health topics Medical and Rx encyclopedia contact for assistance Individual also has: Apply on line - automated in CA Instant Quote benefit summary secure mailbox Medicare also has: benefit summary guide to 65+ coverage

15. Current functionality - Broker coverage & benefit info apply for coverage senior advantage info form & document library order enrollment materials create your own marketing materials request a quote (online in California) broker newsletter contact sales representative covered zip codes facility directory MD directory how to become a broker with KP preview and gateway to customer account services

16. Current functionality - News Media current news releases new release archives media kit physician columns KP history, structure, facts executive biographies quality standards community involvement tour member site media contacts speakers bureau facility directory

17. Current functionality - Job Seekers Link to KP Jobs

18. Members homepage

19. Make appointments

20. Prescription Refill

21. Health encyclopedia

22. Drug encyclopedia

23. Healthy lifestyle programs

24. Facility directory

25. Contact Member Services

26. Medical staff directory Links to MD Homepages

27. NCAL Physician homepages Links to kp.org

28. Choose a physician online

29. Shared Medical Record Lab test results Your future appointments Eligibility and benefits Contact your physician's office Your ongoing health conditions Your immunizations Request change to your medical record Your allergies Past office visit information Account Summary Make Appointments View Medications

30. Lab test results

31. Lab test result details

32. Problem list

33. Current medications

34. Eligibility & benefits

35. Past office visits

36. Past office visit details

37. Contact your physician’s office

38. Members homepage