May 22, 2012

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AIDET by the letters

05/21/2012: This Hank story describes the meaning behind the AIDET acronym and how it can be used to improve customer service [Story]

Flying the talk

05/21/2012: This story from the Spring 2012 Hank tells of two Colorado RNs who, on a flight home from the Mid-Atlantic States, end up aiding a sick passenger, an experience that strengthens their faith in the power of partnership. [Story]

Behind-the-scenes service

05/21/2012: This story from Hank describes how Labor Management tools helped a Medical Records team tackled a seemingly insurrmountable records' backlog. [Story]

Star quality

05/21/2012: This Hank story takes a closer look at the federal Medicare Star Quality program from which some of KP's regions receive top ratings for providing superior service to medicare members and patients. [Story]

From the desk of Henrietta: Sugar—the new tobacco?

05/21/2012: As KP workers focus on their new total health message—internally and externally—UCSF researchers say the FDA should remove sugar from the lsit of foods 'generally regarded as safe.' [Story]

Simple steps to superior service

05/21/2012: This cover story from the Spring 2012 Hank shows how two proven practices can help teams achieve their service goals without starting from scratch and get a big jump ahead--fast. See how a team in Ohio is using AIDET and how one in Southern California is using NKE Plus. [Story]

Going for the gold

05/21/2012: This story from the Spring 2012 Hank describes how, working in partnership, Vision Essentials in Southern California rolled out express service for patients in need of glasses in a hurry. [Story]

Contradictions that foster innovation

05/21/2012: Harvard Business School Professor Amy Edmondson argues that four pairs of contradictory ideas help foster a culture of innovation--just like the ones unit-based teams are trying to create. [Story]

Editor's letter: Putting the care back into health care

05/21/2012: How do you keep your focus on the individual standing in front of you—the patient at the center—when you're already juggling as fast as you can? This editor's letter from the Spring 2012 Hank offers some ideas. [Story]

Beyond 'teamwork'

05/18/2012: While 'team' is a noun, 'teaming' is a verb that describes a skill today's workforce need to succeed in complex, quickly-changing work environments. [Story]