Performance improvement

• Emphasizing the environmentally responsible aspect of the project to build support 
• Printing one-page instead of multi-page patient summaries
• Using time freed from printing to make calls and speak with members

What can your team do to "green" your work life? 

• Reaching out to LMP and UBT consultants for help
• Opening the lines of communication, including daily huddles
• Working the problem

What can your team do to improve communication?  What else could your team do to create a psychologically safe environment? 

• 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?

• Investing in high-tech equipment
• Reducing the use of chemicals and consumption of water
• Creating a safer workplace

 What can your team do to "green" your workplace?

UBTs use the Value Compass, which puts the member at the center of every decision, to focus the team’s performance improvement projects on achieving the highest quality, the best service, the most affordable care and the best place to work. UBT goals and improvement work should also be aligned with the priorities of the facility and region where the team is located.

To identify change they want to make in their departments and test them to see if they work, unit-based teams use tools such as the Rapid Improvement Model (also known as RIM+), process mapping and waste walks. Using these performance improvement tools has allowed UBTs throughout Kaiser Permanente to improve service, quality, affordability and the work environment. UBT Tracker is an online tool teams use to track their projects and tests of change.