CHAPTER 47Innovation Story: Kaiser Permanente
Marty's Note: Many people believe that it's effectively impossible to innovate in regulated industries, or in large, complex organizations, or in companies with many different stakeholders. I love this example because it proves all these people wrong. While by no means easy, with the right leadership and motivation, innovation absolutely is possible, as you'll see here.
Company Background
Kaiser Permanente is one of the nation's largest nonprofit healthcare and health coverage organizations, serving more than 12 million patients.
In 2019, Kaiser Permanente's digital organization embarked on a large-scale transformation to the product operating model.
The organization built out a digital product and technology group with an initial focus on reimagining the patient health journey and streamlining the patient's digital health experience.
Product teams organized around the patient journey, and those teams helped automate manual processes and streamline digital experiences, resulting in improvements in patient satisfaction, better adherence to medication and care plans, and improvements in operational efficiency.
Then, within a year of launching the transformation effort, the COVID-19 pandemic began.
Almost overnight, Kaiser Permanente's care delivery approach had to change due to the public health emergency and the significant limitations impacting in-person care.
The Problem to Solve
The company had certain telehealth options in ...
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