Frontline Physicians

• Reaching out to LMP and UBT consultants for help
• Opening the lines of communication, including daily huddles
• Working the problem

What can your team do to improve communication?  What else could your team do to create a psychologically safe environment? 

• Communicating with the customer
• Addressing the customers’ complaints
• Getting the entire team involved in making an effort to improve customer service

What can your team do to listen to and address feedback from patients and members?

• Investing in high-tech equipment
• Reducing the use of chemicals and consumption of water
• Creating a safer workplace

 What can your team do to "green" your workplace?

• Reducing cancer IV medication waste
• Scheduling back-to-back, same-day appointments
• Using smaller vials

 What can your team do to consolidate resources and improve efficiency?

• Developing cards so patients can ask questions and raise concerns
• Collecting the cards at patient discharge, and make sure there are no unanswered questions
• Addressing the concerns to elevate service

What can your team do to listen to what your patients are telling you they want and need?

• Reducing the use of butterfly needles
• Assessing when it’s sufficient to use a standard needle
• Allowing phlebotomists to self-monitor

What can your team do to use your resources more efficiently? What else could your team do to reduce waste? 

• Training your team about the co-pay collection process and how to ask for money
• Educating about the importance of co-pays and the availability of financial assistance
• Hiring a financial counselor, and making them both visible and available to patients

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"? 

• Training staff on how to handle cash, and tracking payments
• Getting a lock box to safely store cash payments, and reviewing data at monthly meetings
• Letting other teams know that cash payments are possible

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?