TTP

• Identifying high-cost medications filled outside of KP pharmacies
• Developing scripting
• Reaching out to Kaiser Permanente members

• 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

• Educating providers and staff about the safest place for rolling chairs in exam rooms
• Collaborating with Environmental Services staff to ensure chairs are returned to the right spot after cleaning exam rooms
• Sharing the best practice with other teams

What can your team do to use visual cues in ways that might improve safety or improve performance? 

• Standardizing end-of-shift communication between nurses
• Assigning outgoing nurse assignments to incoming nurses
• Creating new workflows for hospital aides

What can your team do to reduce unnecessary variation?

• 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?

• Using the Rapid Improvement Model to identify goals and the steps needed to improve performance
• Tracking the number of paper envelopes mailed to patients
• Developing smart phrases to expedite email communication

What can your team to do expand the use of existing technology to provide patients faster service? 

• Mailing sleep therapy equipment directly to patients instead of leaving packages for them to pick up at their nearest medical office building
• Centralizing supply distribution and eliminating the use of in-house couriers for greater efficiency
• Purchasing software that enables tracking of deliveries for improved cost savings

​What can your team do to put the patients' needs at the center when you try to improve performance?

• Training staff how to identify patients overdue for breast cancer screenings
• Partnering with Imaging department staff to fast-track mammogram appointments for pharmacy patients
• Developing a script to encourage patients to get preventive health screenings

What can your team do to work with other departments on a shared goal? 

• Documenting and tracking the time to complete each step in the process  
• Identifying workflow bottlenecks
• Reviewing staffing and tweaking schedules

What can your team do to examine and improve your workflow? How do you think that would affect care and service for our member and patients?

• Taking “voice of the customer” training, which advocates direct input from clients to improve a process or service
• Shadowing nurses to better understand their perspective and identify the root causes of complaints about late or missing medication
• Starting the morning shift 30 minutes earlier to ensure timely delivery of medications

What can your team do to listen to the voice of your customers? Especially if those customers are fellow employees in a different department?