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IHP-410 Final Project:
Case Study Analysis and Proposal Guide with Solutions
Southern New Hampshire University
IHP-410 Pop Health & Culture
Instructor Melissa Backes
February 20, 2025
, Engagement and Communication:
Kaiser Permanente (KP) is a nonprofit healthcare organization serving about 8.7 million
members across nine states and the District of Columbia. In 2004, it started to roll out its
existing electronic health record (EHR), which was adopted in all KP regions by 2010, covering
both outpatient and inpatient care. (Baer, 2011)
KP utilizes a comprehensive array of patient engagement activities and communication
strategies aimed at ensuring accessibility of information, encouraging shared decision-making,
leveraging technology for reminders and feedback, and enhancing open communication through
their patient portal, phone calls, and targeted outreach to motivate active involvement in health
management. Their approach primarily relies on digital technology, which includes a secure
patient portal. ("My Health Manager") that enables patients to view their medical records,
communicate with healthcare providers via secure messaging, schedule appointments, refill
medications, and access test results. This portal fosters active involvement in healthcare choices
and enhances communication with providers. (Kaiser Permanente, 2013)
Translation Services
KP offers translation and interpretation services for patients who do not speak English.
These services are essential for effective communication between patients and healthcare
providers, ensuring that patients receive appropriate care and understand medical instructions.
They provide Interpreter services in 150 languages, support a wide range of languages, including
Spanish, Chinese, Vietnamese, Tagalog, and Russian, including sign language, free of charge, and
are accessible 24/7 throughout all operating hours (Kaiser Permanente, 2025). If a patient
speaks a language that is not directly supported by the organization's services, KP may employ
several strategies to facilitate communication they may use telephonic interpretation services
IHP-410 Final Project:
Case Study Analysis and Proposal Guide with Solutions
Southern New Hampshire University
IHP-410 Pop Health & Culture
Instructor Melissa Backes
February 20, 2025
, Engagement and Communication:
Kaiser Permanente (KP) is a nonprofit healthcare organization serving about 8.7 million
members across nine states and the District of Columbia. In 2004, it started to roll out its
existing electronic health record (EHR), which was adopted in all KP regions by 2010, covering
both outpatient and inpatient care. (Baer, 2011)
KP utilizes a comprehensive array of patient engagement activities and communication
strategies aimed at ensuring accessibility of information, encouraging shared decision-making,
leveraging technology for reminders and feedback, and enhancing open communication through
their patient portal, phone calls, and targeted outreach to motivate active involvement in health
management. Their approach primarily relies on digital technology, which includes a secure
patient portal. ("My Health Manager") that enables patients to view their medical records,
communicate with healthcare providers via secure messaging, schedule appointments, refill
medications, and access test results. This portal fosters active involvement in healthcare choices
and enhances communication with providers. (Kaiser Permanente, 2013)
Translation Services
KP offers translation and interpretation services for patients who do not speak English.
These services are essential for effective communication between patients and healthcare
providers, ensuring that patients receive appropriate care and understand medical instructions.
They provide Interpreter services in 150 languages, support a wide range of languages, including
Spanish, Chinese, Vietnamese, Tagalog, and Russian, including sign language, free of charge, and
are accessible 24/7 throughout all operating hours (Kaiser Permanente, 2025). If a patient
speaks a language that is not directly supported by the organization's services, KP may employ
several strategies to facilitate communication they may use telephonic interpretation services
