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  • Standardizing note-taking styles across the team
  • Assigning a financial counselor to each in-need patient
  • Working with Admitting Department to identify patients who need assistance and provide counseling

What can your team do to reduce unneeded variation? And what can your team do to work with other teams to improve service? 

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  • Involving the entire team in the promotion to sign up members to kp.org
  • Posting signs at every location to encourage registration, and speaking with patients during appointments
  • Speaking directly with members to tout the benefits of kp.org

What can your team do to encourage patients and members to sign up on kp.org?

 

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  • Following the successful practice of another team that solved the same problem
  • Offering kid-friendly food like peanut butter and jelly sandwiches
  • Creating restaurant style menus with imagery of zoo animals

What can your team do to listen to the voice of the patient? And how could your team learn from other teams that have tackled challenges similar to yours?

 

 

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  • Assessing the problem and working together to a solution
  • Converting extra closet space into a dressing room for patients
  • Realizing even small solutions pay large dividends

 What can your team do to use your physical space more efficiently? 

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  • Creating call lists for patients at risk for hypertension
  • Targeting diabetic patients, who often overlook high blood pressure symptoms
  • Having clinical assistants chip in to check blood pressure and outreach

What can your team do to reach out to patients proactively? What else could your team do to help patients manage chronic conditions?

 

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  • Creating a "tick sheet" for staff to note how much paper and toner is wasted
  • Figuring how often IT is called and how many patients are affected
  • Getting authorization for newer and more efficient printers

What can your team do to build a business case for better equipment? What else could your team do to reduce wasted time and effort?

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  • Establishing a baseline measurement for how long moms are getting skin-to-skin contact with their new babies
  • Creating talking points of the benefits for both new baby and mother about this critical bonding
  • Communicating with staff to ensure a minimum of 60 minutes of skin-to-skin contact occurs post delivery

 What can your team do to explain the "why" behind what you are doing? 

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  • Using a checklist of important topics as a teaching tool for new parents at discharge with their new baby
  • Speaking with them at a time when they are most likely to understand and take in the information
  • Creating a script for nurses that doesn't feel rehearsed or fake

What can your team do to improve your communication with patients?

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The KP Value Compass commits us to delivering the best quality and service at the most affordable price, in the best place to work. And here’s the thing about service—everybody knows how to tell bad from good and good from great.

 

It’s not easy, in the crunch of a busy workday, to give every member and patient great service every time they call or visit. But these three simple tools can help. Each can be learned quickly and can be discussed, used and perfected by your team:

 

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  • Making phone calls to help make appointments and answer questions
  • Creating a "road map" on how to navigate Kaiser Permanente and utilize services
  • Greeting new members when they come in and provide useful information

What can your team do to welcome new members? And what could your team do to leverage its members' unique strengths and knowledge?

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