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  • 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? 

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  • 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? 

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  • Standardizing pain medication schedules, and include follow-up calls after discharge
  • Reassessing patient and communicating with her when next med is scheduled
  • Reinforcing the idea that “every patient is my patient” and have "no-pass" policy

What can your team do to to put the patient at the center? 

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  • Reformatting the log sheets to clarify tasks and reduce confusion
  • Discussing the goals of compliance regularly and setting deadlines for completing logs
  • Double-checking the logs to ensure quality of process and relieve patient anxiety

What can your team do to improve your work process? 

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  • Discussing the problem and identifying the process to establish a chain of custody
  • Creating a procedural map, highlighted with photos and standardized tasks
  • Distributing laminated copies to appropriate areas of lab

What can your team do to analyze and improve your workflow? 

 

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  • Including Mrs. Dash seasoning packets with meals
  • Writing scripts for personnel to educate patients
  • Getting informed on all diet options

What can your team do to look at a hospital stay through the eyes of a patient? 

 

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  • Reporting weekly on staff engagement with patients
  • Training and peer-to-peer coaching of staff
  • Educating physicians on awareness

What can your team do to leverage KP's unique tools for prevention to keep patients healthy? 

 

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  • Increasing training and teamwork to ensure accuracy of the data
  • Working with regional subject-matter experts, and creatng a reference tool for self-review
  • Conducting daily department-wide and self-audits to catch mistakes

What can your team do to build quality control into your workflow? 

 

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  • Identifying eligible members for colorectal screening
  • Developing a personalized story for each patient to make it relevant
  • Creating a follow-up process to ensure patients are following through with the test

What can your team do to customize your outreach to patients?

 

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  • Reducing cancer IV medication waste
  • Scheduling back-to-back, same-day appointments
  • Using smaller vials

 What can your team do to consolidate resources and improve efficiency?

 

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