Frontline Physicians

• Training your team about the co-pay collection process and how to ask for money
• Educating about the importance of co-pays and the availability of financial assistance
• Hiring a financial counselor, and making them both visible and available to patients

What can your team do to get needed trainings from other departments? What else could your team do to see how your work fits into KP's "big picture"? 

• Training staff on how to handle cash, and tracking payments
• Getting a lock box to safely store cash payments, and reviewing data at monthly meetings
• Letting other teams know that cash payments are possible

What can your team do to look at the care experience though the eyes of the patient? What else could your team do to make going to the doctor easier for the member? 

To enhance communication and participation, unit-based teams use processes that are designed to encourage teamwork, like outcome-oriented meetings and frequent huddles. Teams also regularly analyze data to make sure their improvement efforts are on track. Advanced UBTs employ more sophisticated approaches that include adopting or spreading successful practices and getting input from Kaiser Permanente members and patients.