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  • Reducing the use of butterfly needles
  • Assessing when it’s sufficient to use a standard needle
  • Allowing phlebotomists to self-monitor

What can your team do to use your resources more efficiently? What else could your team do to reduce waste? 

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Kaiser Permanente is a leader in multiple measures of clinical quality — and unit-based teams are a key to that success. Partnering together in high-performing teams, frontline workers, managers and physicians are improving patient access, expanding preventive care and increasing patient safety.

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  • Identifying departments that send patients and specimens without orders
  • Using a playful law enforcement theme to educate the “violators”
  • Monitoring data and recognizing departments that are improving

What can your team do to approach a serious issue in a more playful way? What else could your team do to help "violators" change without blame?

 

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  • Hosting a short-term special clinic for post-transplant patients, enabling them to get all their follow-up care in one visit
  • Creating an Excel spreadsheet of post-transplant patients and their follow-up needs
  • Making outreach calls to patients with care gaps

What can your team do to fill patient care gaps? What else could your team do to proactively meet patient needs?

 

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  • Collaborating on “hand-off” messages between Physical Therapy and nursing staff
  • Writing specific messages about daily therapy sessions on a board in the patient’s room
  • Standardizing information placed on the boards

What can your team do to encourage better communication between team members?

 

 

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Hank Fall 2014

See the whole issue

From the Desk of Henrietta: Mind, Body, Service

Article by
Byline
Henrietta

Story body part 1

This time, I was the patient. I’m confident I received the right care at the right time. The removal of a suspicious polyp may have averted colon cancer a few decades hence. I’m grateful for that.

But I wouldn’t say I was “at the center” of my care team’s processes. My interaction brought home for me the theme of this issue of Hank, how we can improve care by asking members to participate in performance improvement. Previous patients could have told my team:

The instructions given to members on prepping for a colonoscopy don’t mention that the effects of the purgatives might take two hours to arrive—and then arrive so urgently you’d better be three steps from the toilet. The prep sheet should note what you can do to be ready.

In the clinic itself, the row of patients lined up on their gurneys don’t need to overhear nurses, somewhat frustrated, adapting to staffing changes. Problem solving is good, but save those discussions for staff areas.

In the procedure room, introduce yourselves—and keep pleasantries appropriate. In my case, one of two nurses remained anonymous. The doctor introduced himself but asked, “How are we doing today?” The “we” was a wrong note; he and I were having distinctly different days

Body and spirit are intertwined, and so, too, are quality and service. Our bodies need “best quality,” our spirits need “best service.” Best care addresses both. Patients know better than anyone what best service looks like. Find ways to invite their voices into your team’s work.

Need an Idea? Borrow One!

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  • Creating a wait list for patients who need to schedule surgeries
  • Assigning a full-time employee to manage the wait list
  • Using openings in the schedule to squeeze in emergency patients

What can your team do to improve patient satisfaction and efficiencies in your department? What else could your team do to relieve scheduling backlogs?

 

 

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  • Giving injections in the exam room, rather than the injection clinic
  • Limiting the choice for physicians to two versions of the same vaccine to choose from—instead of several
  • Huddling among medical assistants and physicians once or twice a day to determine which of their incoming patients need vaccines. Medical assistants then have the shots ready for those patients
What can your team do to use small tests of change in tackling large problems?

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