Patient and member at the center

10-Minute Tool for Service Recovery

Submitted by Paul Cohen on Fri, 01/06/2012 - 17:12
Tool Type
Tip Sheets
Format
PDF
Keywords
PowerPoint
best service
service recovery
slide
Topics
Service
Taxonomy upgrade extras
lmpartnership.org
tips_10-minute tool_A-HEART

Proven tips for making it right when members or patients are unhappy.

Non-LMP
Tool landing page copy (reporters)
10-Minute Tool for Service Recovery

Format:
PDF

Size:
8.5" X 11"

Intended audience:
Frontline teams

Best used:
Share these simple techniques based on the A-HEART model with your team members to learn how to restore member or patient relationships if service breaks down.

 

Released
Tracking (editors)
Classification (webmaster)
Service
Obsolete (webmaster)
not migrated

Poster: Creative Ways to Improve Colon Cancer Screening Rates

Submitted by Kellie Applen on Wed, 11/24/2010 - 13:05
Region
Northern California
Tool Type
Posters
Format
PDF
Keywords
FIT Kits
colon cancer
Redwood City
Union City
preventative medicine
Topics
Quality
Content Section
Postcards to Posters
Taxonomy upgrade extras
bulletin board packet
bb_coloncancer_unionandredwood

This poster shows how two Northern California unit-based teams are getting more members screened for colon cancer.

Non-LMP
Tyra Ferlatte
Tool landing page copy (reporters)
Poster: Creative Ways to Improve Colon Cancer Screening Rates

Format:
PDF

Size:
8.5” x 11”

Intended audience:
Frontline workers, managers and physicians 

Best used:
Inspire your team with this piece that highlights the importance of colon cancer screening for patients.

 

Released
Tracking (editors)
Classification (webmaster)
Quality
Obsolete (webmaster)
poster
PDF
Northern California
bulletin board packet
not migrated

All in a Day's Work: Value Copernicus!

Submitted by tyra.l.ferlatte on Mon, 10/18/2010 - 17:57
Tool Type
Comics
Format
PDF
Keywords
Hank
All in a day's work
cartoon
Topics
Culture
Service
Taxonomy upgrade extras
hank
other_cartoon_hank_fall 2010

The cartoon from the Fall 2010 edition of Hank ensures everyone knows the patient is at the center of everything we do.

Tyra Ferlatte
Tool landing page copy (reporters)
All in a Day's Work: Value Copernicus!

Format:
PDF (color or black and white)

Size:
6.5" x 6"

Intended audience:
Anyone with a sense of humor

Best used:
Share with colleagues on bulletin boards, in huddles and in your cubicle this lighthearted look at how the whole KP world revolves around our members and patients. 

 

 

Released
Tracking (editors)
Obsolete (webmaster)
hank
not migrated

How Does Your Team Rate?

Submitted by Paul Cohen on Wed, 09/22/2010 - 17:02
Tool Type
Checklists
Format
PDF
Keywords
questions
survey
HCAHPS
patient satisfaction
CAHPS
Topics
Service
Role
Frontline Managers
Hank
Fall 2010
Taxonomy upgrade extras
hank
lmpartnership.org
bulletin board packet
tips_servicequestions_survey

Get a sense of how members experience your department by responding to these sample questions as though you were a KP member or patient rating your team's performance.

Non-LMP
stoller creating pdf; still need to do info for tool landing page
Tool landing page copy (reporters)
How Does Your Team Rate?

Format:
PDF

Size:
8.5" x 11" 

Intended audience:
Frontline managers

Best used:
Get a sense of how members experience your department by responding to these sample questions as though you were a KP member or patient rating your team's performance.

Released
Tracking (editors)
Obsolete (webmaster)
tips (checklist, etc.)
PDF
hank
lmpartnership.org
bulletin board packet
not migrated

Communicating With CARE

Submitted by kevino on Sat, 07/10/2010 - 08:37
Tool Type
Tip Sheets
Format
PDF
Running Your Team
Communication
Topics
Communication
Culture
Role
Frontline Managers
Taxonomy upgrade extras
lmpartnership.org
tips_communicating with CARE

Four important steps that will help ensure good communication with colleagues and KP members alike—and a helpful mnemonic to remember them with.

Tyra Ferlatte
Tool landing page copy (reporters)
Communicating With CARE

Format:
PDF

Size:
8.5" x 11"

Intended audience:
Frontline managers, physicians and workers

Best used:
Discuss these concepts for better communications witih colleagues and patients in huddles and at meetings; show you CARE!

Released
Tracking (editors)
Obsolete (webmaster)
tips (checklist, etc.)
PDF
lmpartnership.org
not migrated
Subscribe to Patient and member at the center