LMP Focus Areas


Tips for Improving Outpatient Service

Receptionist greeting a patient at a clinic
How can your team make sure every KP member receives top-notch service? 

How to ensure every KP member gets top-notch service, every time

How would you want your mother or grandmother to be treated if she came in for an outpatient appointment at Kaiser Permanente? That’s how we want to treat all of KP’s members. Thousands of unit-based teams are working to make sure every KP member receives top-notch service, from the first phone call to the visit with the care provider to the member’s departure from the facility. Providing great service will make our members’ lives better.

  1. Review patient/member satisfaction survey responses with the entire team at weekly meetings and huddles.
  2. Connect with patients by making eye contact and addressing patients by name.
  3. Keep patients informed by explaining everything you’re doing and all of the next steps.
  4. Update patients every 10 to 15 minutes on wait times if there’s a delay.
  5. Thank patients and members for choosing Kaiser Permanente for their care. Always ask, “Is there anything else I can do for you?”
  6. Provide a “wow” experience during a new member’s first visit.
  7. Address wait times by trying changes like an “all hands on deck” approach, so when wait times hit a certain threshold, all available staff members drop what they’re doing and help reduce long lines.
  8. Make sure phone calls are answered and messages are returned as quickly as possible.
  9. Encourage members to sign up for kp.org.
  10. If a patient is upset or has had a bad experience, offer a sincere apology and ask, “What can I do to make this better for you?”


Thumbs Up/Satisfaction - ColorDownload the Tip Sheet

Want a colorful tip sheet with these ideas to hand out and post on bulletin boards? Download one here!

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