Good service is easy for a hospital patient to recognize. But when you're the care deliverer, it can be hard to know whether patients' needs are being met. Barb Grimm, LMP's senior VP, recently caught up with Hannah King, the director of UBT Service Quality, to find out what teams throughout KP are doing to make sure our members are receiving the best service—and that we are putting them at the center of everything we do.

Download a presentation on AIDET here.