UBT Co-Leads

Do you or your teammates want to shrink wait times? Save money on supplies? Reduce time wasters or roadblocks? Once you’ve identified a problem to solve, you may wonder where to start. No need to invent an improvement project from scratch. Visit the Team-Tested Practices section and see what’s worked for others. We’ve got short summaries of successes from every region and every type of work environment to give your team a kickstart.

1. What’s here? 

When you visit LMPartnership.org/team-tested-practices, you’ll find the first several “tiles” of the dozens you can choose from as you scroll through this section. Each tile will have a photo and short preview about a specific, measurable improvement a team has made.

2. Sharpen your search 

Want to narrow down what you see? Use the filters on the left side of the page. There are several to try, including:

• Topic. Choices include affordability, patient safety, service and more.
• Department. See what departments like yours have done.
• Region. Check out the projects done in your region.

Selecting more than one filter at a time works, too. And remember that you can get great ideas from departments very different from yours and regions other than your own. You’ll notice these filters throughout the website to help you focus your searches. 

3. Intrigued? 

See something your team might want to try? Click on the tile to get a more complete description of the challenge the team was facing — and the main tests of change that helped the team achieve its goal. And the measurable result: “Saved $40,000,” “decreased wait times by 11 minutes,” “69 percent drop in costs.”

4. No dead ends! 

So, maybe the practice you clicked on isn’t right for your team. Before you move on, check out the related tools and stories in the colorful columns farther down this page. Throughout the site, the color orange means, “Here are tools to get your team started on work like this.” Blue is, “Get inspired by stories and videos about teams working on similar efforts!” And, “Just for fun” — green will take you to puzzles, games and other light-hearted resources to kick off your improvement campaign on an upbeat note.

What’s your favorite thing to do online? Watch cat videos? Scroll through Facebook? Maybe some occasional retail therapy?

Going online can also help make your work life better and save you time. It can help your unit-based team solve problems so you can deliver the best care and service to our members and make Kaiser Permanente a great place to work. All that, after all, is what the Labor Management Partnership is all about.

This issue of Hank magazine is a whirlwind tour of the Labor Management Partnership website, a one-stop shop for everything you need to turbocharge your team’s performance. Tip sheets, videos and inspiration are always just a few clicks away. If you can’t find what you want easily, just use our vastly improved search function. As one of our biggest fans put it, “Boom — there it is!”

On LMPartnership.org, you will:

• learn from other teams — what worked, what didn’t, what sorts of roadblocks to expect and how to overcome them
• download icebreakers to build trust and help quieter team members gain the confidence to speak up
• meet the Humans of Partnership, a gallery of short, personal profiles that will make you proud to #BeKP

If you don’t sit at a computer as part of your day-to-day work, it’s easy to access LMPartnership.org on the go. Follow these instructions so we’re always at your fingertips on your smartphone. You’ll find yourself in a UBT meeting and calling up just the tool you need to help a team through a sticky situation.

You can even share resources from your phone with others who may not be as smartphone savvy. Pretty much every page has buttons that make it easy to email it to a colleague or share it on Facebook or Twitter.

Here’s another handy tip: even if you don’t visit LMPartnership.org (though I hope you do), reading this issue of Hank will help you learn how and why we do the vital work we do. So read on, log on and enjoy.

Let's be real: If everything is important, nothing is important. The prize for us is providing high-quality care and service at an affordable price to our members, patients and communities we serve — and the Focus Areas section of LMPartnership.org is a tool for helping unit-based teams prioritize their work and stay grounded.

What will you find here? Let’s start with the Value Compass. The Focus Areas section has pages that go in depth on each of the four points — Quality, Service, Affordability and Best Place to Work. You also can learn more about topics that are part of the National Agreement, including Total Health and Workplace Safety, Workforce Planning and Development (Workforce of the Future), and Union and KP Growth.

And then two pages are specifically for improving your team’s culture — which will in turn improve performance (we have the stats to prove it). The Join the Team, Be the Change page has tips and tools for improving team communication and engagement, while the Free to Speak page will help you build a Speak Up culture on your team.

Join the team, be the change!

How do you get your unit-based team to be excited about the work? Why would staff members want to be involved? How do you get those quiet people — who you just know have great ideas — to speak up?

Ideas to answer these questions and many more are found on the Join the Team, Be the Change page of the website. You’ll find tips and tools for improving team communication, the first step in getting employees interested and involved.

But it doesn’t stop there. As communication improves, it’s easier for the team to pull together and solve problems — which in turn raises morale and can foster a sense of joy at work. Teams with good communication have more fun, report higher engagement, have better People Pulse scores and are rated higher on the Path to Performance.

And when employees are happy and satisfied with their jobs, our members and patients feel the difference in the care we give. Have fun with your team and make things happen!

How would you want your mother or grandmother to be treated if she came in for an outpatient appointment at Kaiser Permanente? That’s how we want to treat all of KP’s members. Thousands of unit-based teams are working to make sure every KP member receives top-notch service, from the first phone call to the visit with the care provider to the member’s departure from the facility. Providing great service will make our members’ lives better.

1. Review patient/member satisfaction survey responses with the entire team at weekly meetings and huddles.
2. Connect with patients by making eye contact and addressing patients by name.
3. Keep patients informed by explaining everything you’re doing and all of the next steps.
4. Update patients every 10 to 15 minutes on wait times if there’s a delay.
5. Thank patients and members for choosing Kaiser Permanente for their care. Always ask, “Is there anything else I can do for you?”
6. Provide a “wow” experience during a new member’s first visit.
7. Address wait times by trying changes like an “all hands on deck” approach, so when wait times hit a certain threshold, all available staff members drop what they’re doing and help reduce long lines.
8. Make sure phone calls are answered and messages are returned as quickly as possible.
9. Encourage members to sign up for kp.org.
10. If a patient is upset or has had a bad experience, offer a sincere apology and ask, “What can I do to make this better for you?”

Health care workers’ first obligation is “do no harm”— to see that the members and patients in our care suffer no injury or further illness. Unit-based teams across Kaiser Permanente launch hundreds of projects every year to improve patient safety. These tips can your guide your team in a patient safety improvement project and help ensure that KP is the safest place to get and to give care.

1. Wash your hands often, and in accordance with local policies and procedures.
2. Speak up if you observe a drift from safe practice. As the saying goes, “If you see something, say something!”
3. Make sure patients (or family members) understand their diagnosis and plan of care. Have them describe, in their own words, their condition, what they need to do next and why that’s important.
4. Label specimens accurately, completely and legibly.
5. When administering high-alert medications have two people separately check specific steps of the process. For example, a pharmacist calculates dosage, prepares a syringe and compares the product to the order; then a nurse independently does the same and compares the results.
6. Use tools such as SBAR (Situation, Background, Assessment, Recommendation) and clear language like “Safety Check” to identify a hazard, if someone is uncertain and does not feel it’s safe for the patient to proceed. 
7. Keep yourself free from injury so you can keep your patients free from harm.