Frontline Managers

• Mailing sleep therapy equipment directly to patients instead of leaving packages for them to pick up at their nearest medical office building
• Centralizing supply distribution and eliminating the use of in-house couriers for greater efficiency
• Purchasing software that enables tracking of deliveries for improved cost savings

​What can your team do to put the patients' needs at the center when you try to improve performance?

• Training staff how to identify patients overdue for breast cancer screenings
• Partnering with Imaging department staff to fast-track mammogram appointments for pharmacy patients
• Developing a script to encourage patients to get preventive health screenings

What can your team do to work with other departments on a shared goal? 

• Documenting and tracking the time to complete each step in the process  
• Identifying workflow bottlenecks
• Reviewing staffing and tweaking schedules

What can your team do to examine and improve your workflow? How do you think that would affect care and service for our member and patients?

• Taking “voice of the customer” training, which advocates direct input from clients to improve a process or service
• Shadowing nurses to better understand their perspective and identify the root causes of complaints about late or missing medication
• Starting the morning shift 30 minutes earlier to ensure timely delivery of medications

What can your team do to listen to the voice of your customers? Especially if those customers are fellow employees in a different department?