Session ID: 

Teaming up for Change: Virtual Care Lessons

11:30am - 12:30pm Wednesday, February 13
Orlando - Orange County Convention Center


The value of providing instant care and collaboration across care teams has never been higher, necessitating that everyone from doctors and care coordinators to finance and billing managers and pharmacy, find a solution that works for everyone--especially for patients in the care continuum. Forward-thinking Kaiser Permanente shares how they expanded their Chat with a Doctor program to provide secure chat and other instant services to their members all while making it easier for care teams to collaborate in a secure environment. Their results are the highest NPS score (40 in 2018) in healthcare, triple the industry average (13), over 70% remote encounter resolution rates and some of the highest member and provider retention rates.

Learning Objectives: 

  • Show the value of an engaged member
  • Discuss how a unified platform works for care collaboration across the Kaiser organization
  • Illustrate what Virtual Care experiments they've tried that didn't deliver
  • Discuss demonstrated and unexpected outcomes
  • Demonstrate the most successful communication modalities to delight members


Executive Vice President and Chief Medical Officer, Kaiser Foundation Health Plan, Inc. and Hospitals,
Kaiser Permanente