Graph/Improvement - Color

Empowering Patients to Choose End-of-Life Care

Training staff and physicians about advance directives
Developing a “smart set,” a standardized phrase, to track advance directives in Kaiser Permanente HealthConnect
Creating a process for medical assistants to verify, update and offer information about advance directives to radiation cancer patients

Laureen Lazarovici Tue, 06/08/2021 - 12:48

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Promoting Online Care and Coverage for Members

Involving the entire team in the effort to register members on kp.org
Pairing up receptionists to sign up members for kp.org while checking them in for appointments
Hosting promotional fairs and friendly staff competitions to enroll members on kp.org

What can your team do to increase use of kp.org?

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Spread the Love and Build Their Loyalty

Creating ID system for new members, such as highly visible yellow stickers on member cards
Training staff and doctors about the importance of new members and how to make them feel welcome
Making outreach calls for the new member's first appointment

What can your team do to welcome new members to KP?

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Courtesy Calls Resonate With Ultrasound Patients

Reviewing upcoming ultrasound appointments to schedule reminder calls
Dividing call duties among different assigned staffers to ensure privacy
Calling a day in advance of appointments to discuss patient instructions

What can your team do to reach out to patients? And how could your team work with other teams to improve service?

scarrpm Thu, 12/29/2016 - 14:26

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Kid Food: Don't Fight It, Serve It

Following the successful practice of another team that solved the same problem
Offering kid-friendly food like peanut butter and jelly sandwiches
Creating restaurant style menus with imagery of zoo animals

What can your team do to listen to the voice of the patient? And how could your team learn from other teams that have tackled challenges similar to yours?

scarrpm Thu, 12/29/2016 - 10:07

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Going Skin-to-Skin Is Best for New Babies

Establishing a baseline measurement for how long moms are getting skin-to-skin contact with their new babies
Creating talking points of the benefits for both new baby and mother about this critical bonding
Communicating with staff to ensure a minimum of 60 minutes of skin-to-skin contact occurs post delivery

What can your team do to explain the "why" behind what you are doing?

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Outreach Effort Makes New Members Feel Welcome

Making phone calls to help make appointments and answer questions
Creating a "road map" on how to navigate Kaiser Permanente and utilize services
Greeting new members when they come in and provide useful information

What can your team do to welcome new members? And what could your team do to leverage its members' unique strengths and knowledge?

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Chasing Revenue? Stay On Top of Third-Party Billings

Showing providers how to code for accidents and workplace injuries
Teaching pharmacies how to ID medications related to injuries and accidents
Using electronic drug information system for better cross-referencing

What can your team do create smoother workflows? And how could your team work better with other UBTs to improve performance?

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Going One on One Improves Satisfaction Scores

Identifying the problem of lab wait times and its root causes
Employing a "one-on-one" style of service so more staffers help reduce the queue
Having lab technicians handle patients from check-in to blood draw

What can your team do to find out the root cause of a nagging problem?

scarrpm Mon, 12/19/2016 - 17:06

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Early Shift Ensures On-Time Labs

Having lab assistants, not runners, pick up blood samples at 6 a.m. and drop off specimens every half-hour
Using clinical lab scientists from other departments to help process blood in the morning
Moving weekend shifts for clinical lab scientists to 6 a.m. instead of 9 a.m.

What can your team do to shift its workflow for the benefit of patients?

scarrpm Mon, 12/19/2016 - 15:29

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