Kaiser, effectively, is the original accountable care organization.
Against this backdrop, Harper notes the importance for health care organizations to maintain a wellness and prevention focus while ensuring that care is coordinated.
In other words, that means creating a system that ensures member loyalty well before more intensive and expensive healthcare interventions are needed. It also means expanding your notion of what your community needs for its healthcare, not only what will reinforce your organization's short-term bottom line.
Embedded within that transition is wholesale culture change around who the customer is (the patient, not the physician) and moves the dynamic far beyond volume-driven healthcare (which is what got us into this mess in the first place).
"At Kaiser Permanente, the member is at the center of our planning and care delivery," notes Harper. "In the past, most hospitals focused on the number of ED visits and admissions. We need to have more metrics that examine the entire continuum of care to look at the entire care experience."