Team-Tested Practices

Learn About the New Member Experience

With health care reform a reality, it’s more important than ever for Kaiser Permanente to ensure new members feel welcome. To help all teams prepare for the expected influx of members, the Office of Labor Management Partnership recently co-hosted a virtual UBT fair featuring unit-based teams that are improving the new member experience. Members of four teams described their successful tests of change and answered questions from listeners. Hannah King, director of service and quality for UBTs, opened and closed the panel.

Missed the discussion? Listen to a recording now. You can also follow along with the teams’ PowerPoint slides.

Hear from co-leads of these teams:

  • Richmond, Calif., Pediatrics (NCal)
  • Falls Church, Va., Adult Primary Care (Mid-Atlantic States)
  • California Service Center, San Diego (SCal)
  • Rock Creek Primary Care (Colorado)

This is the third virtual UBT fair held this year. A March fair focused on patient safety, and in July, teams shared advice on creating a culture to achieve results.

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