This short animated video explains how to find and use our powerful how-to guides
Does your team want to improve service? Or clinical quality? If you don't know where to start, check out the team-tested practices on the LMP website. This short video shows you how.
Having trouble using the search function? Check out this short video to help you search like a pro!
Need to find a checklist, template or puzzle? Don't know where to start? Check out this short video to find the tools you need on the LMP website with just a few clicks.
What can your team do to work collaboratively with a sister department to improve the patient experience?
What can your team do to be proactive about screening patients for cancer or other diseases?
What can your team do to listen to and address feedback from patients and members?
What can your team do to listen to what your patients are telling you they want and need?
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"?
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?
Great care, any time, anywhere: Health care is changing to meet consumers’ high expectations. And high-performing unit-based teams, led by frontline workers, managers and physicians across Kaiser Permanente, are finding new ways to make sure every patient and member's experience is convenient, easy, personal and respectful. See how they are doing it.
What can your team do to tackle large issues that are creating a backlog? Where else could your team use a "blitz" approach?
It's a simple set of five letters, but it can pay big dividends when you're interacting with patients.
Let's spell it out and communicate our best.
Acknowledge—The first letter of the AIDET acronym reminds each staff member or care provider along the patient’s path to acknowledge his or her presence. Making eye contact with a patient or giving the member a smile is all that’s needed.
Introduce—When you identify yourself by name, you change the patient’s visit from an anonymous interaction into a personalized experience.
Duration—A little information goes a long way. Letting patients know how long a visit is expected to take lets them know their time is valued. If a doctor is running late or the lab is behind, letting patients know about the delay and keeping them updated shows respect.
Explanation—Whose body is it? No one likes it when a caregiver starts doing something without telling a patient what they’re doing and why.
Thank you—The last step wraps up the visit by thanking the patient for coming in or for providing the information needed to provide them with excellent care.
What can your team do to approach a serious issue in a more playful way? What else could your team do to help "violators" change without blame?
