Open communication leads to better patient outcomes and a more engaged workforce, and there are surefire ways to build a culture where people feel free to raise concerns.

When Something Goes Wrong

Two Northern California teams discover that putting a system in place for reporting errors helps create an environment where people feel safe speaking up.

Making Sense of the Path to Performance

How does a team figure out what it needs to do to get from one level to the next? Regionally developed checklists are making the path clear.

Rolling In With the Right Solution

Helping infirm patients get from a local transit stop to the medical center was a time-consuming problem—until this Mid-Atlantic States team figured out a solution.

Tips and Tools

• Building a Culture of Open Communication
• How SMART Can Your Team Be?

Around the Regions: Improving Performance

Puzzles and Games

• Download the word search or the "Hank libs" featured in the Spring 2013 issue of Hank.
• Get the answers to this issue's puzzles and games.

Labor History: Clifford Keene, MD, a former KP CEO, had a strong affinity for labor: He was also an Ironworker.

From the Desk of Henrietta: Cough It Up

All in a Day's Work cartoon: To Speak or Not to Speak

Back cover poster: 10 Steps to Great Huddles

2012 LMP Performance Report

"Be the Best at Getting Better" is inserted into this issue of Hank. You can also download a PDF of the report using the button at left; order a copy from the eStore; or read all the stories online.