The UX of Kaiser Permanente

By | October 27, 2009

Healthcare is one of the most complicated things I have ever seen.  It’s no wonder so many Silicon Valley startups have tried and bounced off this impenetrable fortress of horrible user experience.  The complications arise from many, many, many players in a single use case, plus the spectre of “privacy” that puts FUD into every system conversation.

Recently, switching from Marketo to Adchemy has allowed me to redo our healthcare.  (Technically, Katie switched us).  We used to use an HSA plan which was a little complicated.  The employer would put in funds into a special tax free account and those funds are used for basic healthcare.  Anything catastrophic is covered.  It’s very cheap, but there has been alot of paperwork.

We switched to Kaiser Peranente.  Kaiser is a fundamentally different animal.  It is one-stop shopping.  You walk in and they take care of everything.  You need brain surgery, they got that.  You need a checkup, they got that too.  One bill, no muss, no fuss.  It’s nearly zero paperwork. We always liked Kaiser.

If the US Government provided a public option, I hope they model themselves after Kaiser.  It’s a great user experience.

2 thoughts on “The UX of Kaiser Permanente

  1. Rachel Luxemburg

    Ugh ugh ugh.

    KP is OK for the basics like vaccinations but we had very poor experiences there with more advanced services (like technicians unable to read an x-ray of a broken bone properly, or making people wait WEEKS for medically-necessary surgery).

    And then when they finally do operate on you, they cram hospital beds in so tightly that there’s barely space for a chair where a visitor can sit. Talk about craptastic user experience.

    Oh, and don’t get me started on the fact that you cannot get a prescription filled anywhere except their own pharmacy. Having to drive 15 miles each way every time you need a refill sucks.

    I am SO glad we don’t have to use KP anymore. Good riddance.

    Reply
    1. Glen Lipka Post author

      Other than that, they are awesome! I haven’t had need for those advanced services, so maybe my view is slanted. Hopefully, I didn’t just jinx myself.

      Reply

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