Member services

The KP Value Compass commits us to delivering the best quality and service at the most affordable price, in the best place to work. And here’s the thing about service—everybody knows how to tell bad from good and good from great.

It’s not easy, in the crunch of a busy workday, to give every member and patient great service every time they call or visit. But these three simple tools can help. Each can be learned quickly and can be discussed, used and perfected by your team:

Remember, the best efforts to improve and sustain performance happen in partnership. Use these tools to become proficient in performance improvement techniques, then achieve a higher quality of care and service to our members.

• Correcting wrong numbers in the Patient Member Handbook
• Handling calls directly instead of routing to call center, adding voice mail and returning messages hourly
• Wearing wireless headsets to take calls remotely

What can your team do to look at its work through the eyes of the patient? 

• Instituting a regular nap time, testing both 1-3 p.m. and 2-4 p.m. slots
• Communicating to staff and families about nap time, to be quiet and posting alerts
• Coordinating with other departments to see if adjustments to time period are needed

What can your team do to try out different potiential solutions without being afraid of failure? 

• Posting laminated cards at med stations of commonly used drugs and where these are regulary stored
• Delivering drugs 15 minutes prior to adminstration to allow time to be prepared
• Color-coding bins of new meds to distinguish from a patient’s discontinued meds

What can your team do to plan ahead and prepare in advance to anticipate patient needs?

• Communicating with the customer
• Addressing the customers’ complaints
• Getting the entire team involved in making an effort to improve customer service

What can your team do to listen to and address feedback from patients and members?