LMP Focus Areas

How-To Guide: 10-Minute Tools for Service Excellence

"I truly believe in the Value Compass. It's our GPS to what we need to do. It's about succeeding together." — Marianne Giordano Presiident, OPEIU Local 30

The KP Value Compass commits us to delivering the best quality and service at the most affordable price, in the best place to work. And here’s the thing about service—everybody knows how to tell bad from good and good from great.

 

It’s not easy, in the crunch of a busy workday, to give every member and patient great service every time they call or visit. But these three simple tools can help. Each can be learned quickly and can be discussed, used and perfected by your team:

 

  • The 10-Minute Tool to Build Trust and Confidence addresses our patients' and members' need to have trust and confidence in our caregivers, teams and organization—and provides everyday ways to do just that.
  • The 10-Minute Tool to Ensure Good Service lays out simple techniques that teams across KP are using successfully, based on the AIDET model: Acknowledge, Introduce, Duration, Explanation and Thank you.
  • The 10-Minute Tool for Service Recovery can get you back on track when things go wrong, using the simple A-HEART model: Acknowledge, Hear, Empathize, Ask, Resolve and Thank you.
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