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10 Essential Tips to Improve Outpatient Service

Submitted by Paul Cohen on Wed, 03/27/2013 - 16:22
Tool Type
Tip Sheets
Format
PDF
Topics
Service
Taxonomy upgrade extras
lmpartnership.org
tool_10 tips_outpatient service.doc

Ten tips gleaned from unit-based teams across Kaiser Permanente for improving outpatient service.

Non-LMP
Non-LMP
Tool landing page copy (reporters)
10 Essential Tips to Improve Outpatient Service

Format:
PDF

Size:
8.5" x 11"

Intended audience: 
Frontline employees, managers and physicians, and UBT consultants 

Best used: 
Post on bulletin boards and discuss in team meetings; use this tipsheet as a starting point for team discussions and brainstorming on improving outpatient service.

 

 

  

 

 

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Transforming Transport

Submitted by anjetta.thackeray on Fri, 03/15/2013 - 16:54
Region
Mid-Atlantic States
Keywords
patient transport
Topics
Service
Role
Frontline Managers
Frontline Workers
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pdsa_MAS_Capitol Hill_AdultMed
Long Teaser

This snapshot shows how a Mid-Atlantic States team cut the average time for wheelchair transport trips by more than half.

Communicator (reporters)
Non-LMP
Editor (if known, reporters)
Tyra Ferlatte
Photos & Artwork (reporters)
Some of the Capitol Hill Adult Medicine team: Johnyia King, lead nurse, UFCW Local 400; Sos Miboijana, MD; Jaqueline Cox, receptionist, OPEIU Local 2; Nikki Davis, LPN, OPEIU L2; labor co-lead Louise Casa, a nurse practitioner, UFCW Local 400 , and former management co-lead Shirley Moreland, clinical operations manager.
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Jacqueline Marshall, Jacqueline.E.Marshall@kp.org

Louise Casa, Louise.Casa@kp.org

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Collaborate
Service
Highlighted stories and tools (reporters)
Learn About SMART Goals
What Makes a Goal SMART?
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Headline (for informational purposes only)
Rolling In With the Right Solution
Deck
Capitol Hill cuts length of wheelchair trips by more than half
Byline
Anjetta McQueen
Story body part 1

Department: Adult Medicine, Capitol Hill Medical Center (Mid-Atlantic States)

Value Compass: Service

Problem: Some individual patient transport trips were taking an hour or more, inconveniencing patients and impacting the unit's smooth operation. Staff members sometimes had to wait for a patient to receive medications or had to return to the unit to retrieve a wheelchair adequate for the height and weight of the patient.

SMART goal: Reduce staff time spent transporting a patient by wheelchair from the unit to the lab, pharmacy, hospital entrance or public transit stop from an average of 30 minutes to 15 minutes between May and September 2012.

Union co-lead: Louise Casa, nurse practitioner, UFCW Local 400

Management co-lead: Jacqueline Marshall, RN, clinical operations manager for Adult Medicine

Small tests of change:

  • A trained, dedicated transporter position
  • New, wider wheelchairs
  • Coordinating transport times with other departments
  • Lab and pharmacy patient priority cards

Results: Reduced staff time to transport patients from an average of more than 30 minutes to 10 minutes.

Biggest challenges

A brisk walk by an able-bodied person from the unit to the train station takes about 15 minutes roundtrip—but struggling with an infirm patient in an outdated or inappropriately sized wheelchair could easily double that time.

Other issues included patient dissatisfaction, staff injuries and the added risk of patient treatment delays or falls, says labor co-lead Casa, noting that “we had to look at the problem from many angles.”

Background

The Capitol Hill Medical Center opened with great fanfare in 2011. Hailed as a beacon for affordable and accessible care just as the national debate heated up on these issues, the center attracted attention—and many new members. One key factor that made the new facility so attractive—its proximity to a major public transit station in the District of Columbia—also turned into a potential Achilles heel.

That was until the Adult Medicine UBT rolled in with the right solutions.

The Adult Medicine team started by using performance improvement charting tools to log the time each staff member took to transport a patient to and from the Union Station subway stop or to ancillary departments within the medical center.

The team discovered many of the elderly or wheelchair-using members struggled to make the long trek from the exit doors of Union Station to the waiting room of the Adult Medicine unit, a medical center starting point for most patients.

The team lobbied for new wheelchairs—and for a new transporter position, an OPEIU Local 2 member who transports many of the patients and coordinates the trips that staff members make to the other departments.

In addition, the team now calls ahead to the lab or pharmacy to ensure tests and medications will be ready, or nearly so, when the patient is brought in. It also gives patients red cards to signal their priority status to lab and pharmacy staff.

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PPT: Lab Gets Quicker on the Draw

Submitted by Kellie Applen on Mon, 02/25/2013 - 14:51
Region
Northern California
Tool Type
PowerPoints
Format
PPT
Keywords
Gilroy Medical Offices
March/April 2013 Bulletin Board Packet
Topics
Service
Role
Frontline Workers
UBT Consultants & UPRs
Content Section
Postcards to Posters
Taxonomy upgrade extras
lmpartnership.org
bulletin board packet
ppt_gilroy_lab

This PowerPoint slide from the March/April 2013 Bulletin Board Packet features a Gilroy team that shortened wait times at the lab.

Non-LMP
Tool landing page copy (reporters)
PPT: Lab Get Quicker on the Draw

Format:
PPT

Size:
1 Slide

Intended audience:
LMP employees, UBT consultants, improvement advisers

Best used:
This PowerPoint slide features a Gilroy team that shortened wait times at the lab. In presentations to show some of the methods used and the measurable results being achieved by unit-based teams across Kaiser Permanente.

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New Member Map

Submitted by Paul Cohen on Mon, 02/04/2013 - 13:07
Region
Mid-Atlantic States
Tool Type
Logos and Templates
Format
DOC
Topics
Service
Role
Frontline Workers
Taxonomy upgrade extras
lmpartnership.org
tool_MAS_new member map.am.doc

Tips for new members to get the most from KP's services.

Non-LMP
Non-LMP
Tool landing page copy (reporters)
New Member Map

Format:
DOC

Size:
1 page, 2 sides, 8.5" x 11"

Intended audience:
Frontline teams seeing new members in KP clinics

Best used:
This New Member Map, based on a tool developed by a team in KP's Mid-Atlantic States Region, helps new members find their way through the KP system. It can be adapted as necessary to meet the needs of patients and members in other regions. Use as a handout or template to help new members easily access KP services.

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Service
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Poster: Medication Reconciliation Keeps Patients Safe

Submitted by Kellie Applen on Fri, 01/18/2013 - 15:39
Region
Georgia
Tool Type
Posters
Format
PDF
Keywords
Georgia
Atlanta
January/February 2013 Bulletin Board
medication reconciliation
Cumberland Medical Office Building
Topics
Patient Safety
Role
Frontline Managers
Frontline Physicians
Frontline Workers
Content Section
Postcards to Posters
Taxonomy upgrade extras
lmpartnership.org
bulletin board packet
bb_medication_reconciliation_patient_safety

This poster, which appears in the January/February 2013 Bulletin Board Packet, highlights a Georgia team that reduced duplicate medications listed in patient records.

Non-LMP
Tool landing page copy (reporters)
Poster: Medication Reconciliation Keeps Patients Safe

Format:
PDF

Size:
8.5” x 11”

Intended audience:
Frontline employees, managers and physicians

Best used:
This poster highlights a Georgia team that reduced duplicate medications listed in patient records. Post on bulletin boards, in break rooms and other staff areas.

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bulletin board packet
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Poster: Improving Mammogram Rates

Submitted by Kellie Applen on Mon, 01/07/2013 - 19:41
Region
Mid-Atlantic States
Tool Type
Posters
Format
PDF
Keywords
adult medicine
Maryland
Shady Grove Medical Center
Rockville
Topics
Preventive Care
Quality
Content Section
Postcards to Posters
Taxonomy upgrade extras
lmpartnership.org
bulletin board packet
bb_communication_improves_mammograms_md.

This poster, which appears in the January/February 2013 Bulletin Board Packet, highlights a Maryland team that improved its mammogram screening rate.

Non-LMP
Tyra Ferlatte
Tool landing page copy (reporters)
Poster: Communication Improves Mammogram Rates

Format:
PDF

Size:
8.5” x 11”

Intended audience:
Frontline employees, managers and physicians

Best used:
Post on bulletin boards, in break rooms and other staff areas to share with your team how effective communication keeps the patient at the center of our work.

 

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PPT: Assigning Ownership of Surgical Instruments Saves Thousands Kellie Applen Mon, 01/07/2013 - 19:05
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PPT: Assigning Ownership of Surgical Instruments Saves Thousands
Region
Colorado
Tool Type
PowerPoints
Format
PPT
Keywords
Colorado
surgical instruments
Franklin Medical Office
save thousands
Head and Neck Surgery
Topics
Affordability
Role
Frontline Workers
UBT Consultants & UPRs
Content Section
Postcards to Posters
Taxonomy upgrade extras
lmpartnership.org
bulletin board packet

Format:
PPT

Size:
1 Slide

Intended audience:
LMP employees, UBT consultants, improvement advisers

Best used:
This PowerPoint slide features a Colorado UBT that found a way to better track its surgical instruments and save thousands of dollars. Use in presentations to show some of the methods used and the measurable results being achieved by unit-based teams across Kaiser Permanente.

ppt_surgical_instruments_affordability_colo.

This PowerPoint slide, from the January/February 2013 Bulletin Board Packet, features a Colorado UBT that found a way to better track its instruments and save thousands of dollars.

Non-LMP
Released

Poster: UBT Ends Losing Streak

Submitted by Kellie Applen on Mon, 01/07/2013 - 18:59
Region
Colorado
Tool Type
Posters
Format
PDF
Topics
Affordability
LMP Processes
Patient Safety
Content Section
Postcards to Posters
Taxonomy upgrade extras
lmpartnership.org
bulletin board packet
bb_surgical_instruments_Colo.

This poster, which appears in the January/February 2013 Bulletin Board Packet, highlights a Colorado team that found a way to better keep track of its surgical instruments and save thousands of dollars.

Non-LMP
Tool landing page copy (reporters)
Poster: Assigning Ownership of Surgical Instruments Saves Thousands

Format:
PDF (color and black and white)

Size:
8.5” x 11”

Intended audience:
Frontline employees, managers and physicians

Best used:
Hang this poster highlighting a Colorado team's better way to keep track of surgical instruments—and save thousands of dollars—on bulletin boards, in break rooms and other staff areas.

 

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Northern California
bulletin board packet
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PPT: Medication Reconciliation Keeps Patients Safe

Submitted by Kellie Applen on Mon, 01/07/2013 - 18:49
Region
Georgia
Tool Type
PowerPoints
Format
PPT
Keywords
Georgia
medication reconciliation
Cumberland Medical Office Building
Topics
Patient Safety
Role
Frontline Workers
UBT Consultants & UPRs
Content Section
Postcards to Posters
Taxonomy upgrade extras
lmpartnership.org
ppt_medication_reconciliation_georgia

This PowerPoint slide, from the January/February 2013 Bulletin Board Packet, features a Georgia UBT that reduced duplicate medications listed in patient records.

Non-LMP
Tool landing page copy (reporters)
PPT: Medication Reconciliation Keeps Patients Safe

Format:
PPT

Size:
1 Slide

Intended audience:
LMP employees, UBT consultants, improvement advisers

Best used:
This PowerPoint slide features a Georgia UBT that reduced duplicate medications listed in patient records. Use in presentations to show some of the methods used and the measurable results being achieved by unit-based teams across Kaiser Permanente.

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10 Essential Tips for 'Greening' Your Work Life

Submitted by Kellie Applen on Mon, 01/07/2013 - 18:29
Tool Type
Tip Sheets
Format
PDF
Topics
Best Place to Work
Culture
Content Section
Postcards to Posters
Taxonomy upgrade extras
lmpartnership.org
bulletin board packet
tips_for_supply_waste_reduction

This poster offers tips for "greening" your work life.

Non-LMP
Tyra Ferlatte
Tool landing page copy (reporters)
10 Essential Tips for 'Greening' your Work Environment

Format: 
PDF

Size: 
8.5" x 11"

Intended audience: 
Frontline employees, managers and physicians, and UBT consultants

Best used:
Use this tipsheet as a starting point for team discussions and brainstorming over ways to make your workplace more environmentally friendly. Post on bulletin boards and discuss in team meetings, too.  

Related stories/videos:
See how teams have put these tips to use:

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