New ways we’re improving our members’ health care experience

Aug. 07, 2019

Navigating health care can be complex. That’s why we’re constantly looking for new ways to improve our members’ experiences. Here are a few recent improvements that are already making care more convenient:

Care Chat is now 24/7

Members have 24/7 access to Care Chat via online secure messaging, still with no out-of-pocket cost.

Email and text notifications reduce appointment wait times

Now, members can receive automated email and text notifications alerting them when an earlier appointment time becomes available at a Kaiser Permanente Washington medical facility. Members can choose to accept or decline this earlier appointment. Since introducing this service, we’ve seen an average text response time of 8 minutes and wait times decrease by an average of 18 days among members who accepted an earlier appointment time.

Telephone service is streamlined

We’ve streamlined our telephone service to better connect members with the people and resources they need. We’ve added new options for reaching Member Services, simplified multiple phone menus, eliminated upfront messages, added more options to schedule appointments, and implemented changes that connect members with assistance faster.

Members get help on “next steps” of care

Our Bridging Care and Coverage Pilot Program provides Member Service representatives at our medical facilities who are available to schedule appointments for patients, authorize external referrals, and answer questions about costs, bills, and coverage — all before the patient leaves the facility after an office visit.

As we continue to make improvements to our members’ experiences, we’ll be sure to let you know.

All carrier plans offered and underwritten by Kaiser Foundation Health Plan of Washington or Kaiser Foundation Health Plan of Washington Options, Inc. Self-funded health benefits are insured by an employer, union, or Plan sponsor. Kaiser Foundation Health Plan of Washington and Kaiser Foundation Health Plan of Washington, Inc., provide certain administrative services for the self-funded Plan and are not an insurer of the Plan or financially liable for health care benefits under the Plan.

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