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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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  • 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? 

 

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  • 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?

 

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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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  • 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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  • Training your team about the co-pay collection process and how to ask for money
  • Educating about the importance of co-pays and the availability of financial assistance
  • Hiring a financial counselor, and making them both visible and available to patients

What can your team do to get needed trainings from other departments? What else could your team do to see how your work fits into KP's "big picture"? 

 

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  • Training staff on how to handle cash, and tracking payments
  • Getting a lock box to safely store cash payments, and reviewing data at monthly meetings
  • Letting other teams know that cash payments are possible

What can your team do to look at the care experience though the eyes of the patient? What else could your team do to make going to the doctor easier for the member? 

 

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LMP Facilitation Skills Workshop

Connecting the Dots With Popular Education

Article by
Byline
Laureen Lazarovici

Deck
LMP course brings business, economic issues to life

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Receptionist Sam Eckstein encourages his co-workers at the Woodland Hills Medical Center lab not only to meet—but to exceed—patient expectations of excellent service. To back up his coaching, he’s using the knowledge he gained in a new LMP course on business and economic literacy.

During the course, Eckstein and about a dozen other workers and managers learned about the rising cost of health insurance in the United States and the trend toward businesses’ shifting more health care costs to employees.

Because patients are paying more, “Their expectations are higher,” says Eckstein, a member of SEIU UHW. “When patients come in without an order [for a lab procedure], we can’t just send them home,” and inconvenience them by making them come back another day, he says. “We have to help meet their needs.”

Eckstein took part in a pilot project to test the Labor Management Partnership’s new approach using popular education techniques to ensure frontline employees and managers have the context and know-how they need to continue improving team performance and keep Kaiser Permanente affordable.

What’s different about popular education?

Popular education turns the old-fashioned schoolroom model of teaching and learning on its head. It is ideally suited to the Labor Management Partnership, which is built on the belief that all employees, managers and physicians bring their expertise and experience to bear on improving service and care at KP. No longer is the teacher or trainer the sole expert in the classroom, there to fill students’ minds with information they passively receive, memorize and repeat.

Instead, popular education taps into participants’ experiences in their communities and workplaces and uses them to generate dialogue. It explores the social and economic context of students’ lives and asks probing questions: What are people happy about? Worried about? Fearful about? Hopeful about? Students are encouraged to analyze that information—and to take action.

Need an Idea? Borrow One!

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  • Using a “blitz” approach to the work queues, when new sessions get backed up
  • Mobilizing everyone to work on the same queue until the backlog decreases
  • Shifting from the existing practice of everyone working in individual queues

What can your team do to tackle large issues that are creating a backlog? Where else could your team use a "blitz" approach?

 

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Taking a waste walk with your team is a good way to get started on performance improvement.

The first step is to educate your team about the different kinds of waste, using the "8 Types of Waste" tool.

Then follow the step-by-step instructions to complete a walk. Finish by targeting elements of your workflow or workspace that can be streamlined.

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