KP HealthConnect Online Interregional Leadership Team Meeting November 28 th 29 th TOPIC Member Feedback Presenter: Beth McClelland

Transcription

1 KP HealthConnect Online Interregional Leadership Team Meeting November 28 th 29 th 2007 TOPIC Member Feedback Presenter: Beth McClelland

2 Member Feedback Overview of presentation Kp.org support cases Focus on Health Transactions Trends Case Topics Escalated Cases Site Suggestions Feedback on Release 11 New Welcome Page & Site Navigation

3 Kp.org Support Cases First level support Year Over Year 01/05-10/07 Vantive Case Count Thousands Jan 02 - Feb 03 - Mar 04 - Apr 05 - May 06 - Jun 07 - Jul 08 - Aug 09 - Sep 10 - Oct 11 - Nov 12 - Dec ,369 10,617 12,770 11,320 12,771 14,713 12,519 16,571 14,330 15,576 17,223 16, ,588 19,158 20,308 17,864 21,262 20,584 23,701 28,293 28,225 34,309 31,205 27, ,397 34,215 36,516 34,043 37,520 39,265 40,020 41,863 37,006 45,462 Month/Year

4 Kp.org Support Cases Regional breakdown (10/07) Case Total for Period 45,462 30% 7% 1% 6% 6% 3% 2% 45% CO MAS GA HI NCAL OH NW SCAL

5 2007/09 Kp.org Regional Case Trends by 1K Visits Vantive Case Count per 1,000 Visits* / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / /08 Month/Year Colorado DC/Baltimore Metro Area Georgia Hawaii Northern California Ohio Oregon/ Washington Southern California

6 Support case volumes Support case load is reasonably consistent across regions when normalized based on site usage data Increased demand begins with registration promotions prior to HCO launch Launch of HCO features (and subsequent marketing) increases support demand Support Demand per 1K site visits continues to increase Kp.org Support Cases /1000 visits Trend line 1/ Present

7 Kp.org Support Case Types 10/07 Case Total for Period 45,462 2% 2% 3% 7% Apply Online Features, Navigation, and Comments Health Transaction Password/User ID, Sign-on & Demographics 86% Technical Problem

8 Kp.org Member Support Cases Health Transaction features 01/05 10/07 1,200 1, Vantive Case Count / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / /10 Month/Year KP.org Act for a Family Member KP.org Appointments KP.org Contact a Professional KP.org Contact Your Physician KP.org Refill Prescription KP.org Your Lab Results

9 Kp.org Support Case Topics: Your Dr. 10/ cases Add provider to drop down list various specialists, therapists, nutritionist, optometry, & missing PCP I have CHF, if you want me to live well and thrive please add my cardiologist to , while you are at it add my nephrologist. Want Dr. To work like standard manage own address book Assistance navigating and using the feature Teen access to Occasional reports of slow or no response from the provider Privacy of your Dr. feature

10 Kp.org Support Case Topics: Test Results 10/ cases Not all labs/tests are available Why not publish all labs? Previously published labs no longer available General comment across regions SCAL CBC change Looking for xray results, mammogram, MRI, ultrasound, colonoscopy, biopsy Feature use, navigation, and printing Confusion about labs associated with an unknown provider tickler errors or confusion Members want to delete labs from display

11 Kp.org Support Case Topics: Act for a Family Member 10/ cases Feature set-up and use General issues Authorization code use and set-up Access to RxRefill and NCAL appts Availability for additional relationships Adult/Adult adult child access for parent, spouse etc. Power of Attorney adults and disabled teens Parent/Teen access Non-member parent Newborn

12 Kp.org Support Case Topics: Appointment Features Schedule/Request/Cancel/Future/Past Office Visits 10/ Cases Feature use and navigation AFM appointment use more relationships More appointment types to schedule online Wants to schedule appointments Not all appointments published Check on status of referrals

13 Escalated Cases to Tech Support 10/ Cases Providers in dropdown list Data incomplete or inaccurate labs, appts User account errors / data mismatches / Epic mismatches Password errors System error or down

14 Kp.org Support Case Topics: Suggestions Spell Check Ability to send cc: to another Dr. Stop mammogram alerts to member with double mastectomy User friendly lab viewing and printing Simplify registration

15 What members are saying about new IA + Love the new WEB site!!!!!!!!!! - Very Low Volume of cases Thank you for improving. It is so much easier to use now and I like the new format. Just a note to tell you that this web site is AWESOME! Great job on the updates and making even MORE informative. Whose bright idea was it to ask such intrusive questions? Identified issues with Firefox and Safari with the new site It would be nice to have the "mailbox" tab back, others cannot find past appts, etc. (lower volume than expected) Member states that our security features are too secure.

16 Feel Good Stuff I had blood drawn today at 9:00 AM. I got an at 4:30 PM saying that the results were available on your website. That was totally cool. It's services like these that make me love Kaiser. Thanks.

17 For More information Kp.org Support Case Reports: Beth McClelland Internet Services Group Lead Product Manager, kp.org Support