Graph/Improvement - Color

• Stationing support staff at facility entrances to greet members, provide directions and help with other needs  
• Training staff members to seek patient feedback and encourage Google star reviews as a tool to improve service 
• Reaching out to members who leave negative reviews to ensure their concerns are addressed

What can your team do to solicit member feedback and make Kaiser Permanente the best place to receive care? 

• Asking members about their race, ethnicity, and preferred language helps caregivers identify and address health risks and provide culturally competent care
• Using a prompt card at the start to remind team members to ask patients for their demographic information
• Holding friendly competitions to keep team members engaged

What can your team do to standardize collection of demographic information and make it part of the workflow?

• Earning support from top physician leaders by showcasing solid UBT wins
• Creating a suite of materials and training to help physicians understand unit-based teams and their unique roles and contributions to them
• Including information about UBTs and their role in creating an efficient practice in orientation for new doctors

• Training staff and physicians about advance directives
• Developing a “smart set,” a standardized phrase, to track advance directives in Kaiser Permanente HealthConnect
• Creating a process for medical assistants to verify, update and offer information about advance directives to radiation cancer patients

• Involving the entire team in the effort to register members on kp.org
• Pairing up receptionists to sign up members for kp.org while checking them in for appointments
• Hosting promotional fairs and friendly staff competitions to enroll members on kp.org

What can your team do to increase use of kp.org?

• Creating ID system for new members, such as highly visible yellow stickers on member cards
• Training staff and doctors about the importance of new members and how to make them feel welcome
• Making outreach calls for the new member's first appointment

What can your team do to welcome new members to KP? 

• Reviewing upcoming ultrasound appointments to schedule reminder calls
• Dividing call duties among different assigned staffers to ensure privacy
• Calling a day in advance of appointments to discuss patient instructions

What can your team do to reach out to patients? And how could your team work with other teams to improve service? 

• Following the successful practice of another team that solved the same problem
• Offering kid-friendly food like peanut butter and jelly sandwiches
• Creating restaurant style menus with imagery of zoo animals

What can your team do to listen to the voice of the patient? And how could your team learn from other teams that have tackled challenges similar to yours?

• Establishing a baseline measurement for how long moms are getting skin-to-skin contact with their new babies
• Creating talking points of the benefits for both new baby and mother about this critical bonding
• Communicating with staff to ensure a minimum of 60 minutes of skin-to-skin contact occurs post delivery

 What can your team do to explain the "why" behind what you are doing? 

• Making phone calls to help make appointments and answer questions
• Creating a "road map" on how to navigate Kaiser Permanente and use services
• Greeting new members when they come in and provide useful information

What can your team do to welcome new members? And what could your team do to leverage its members' unique strengths and knowledge?