Team-Tested Practices

Help Video

How to Find UBT Basics on the LMP Website

Learn how to use the LMP website:

LMP Website Overview

Learn how to use the LMP website:

How to Find How-To Guides

This short animated video explains how to find and use our powerful how-to guides

Learn how to use the LMP website:

How to Find and Use Team-Tested Practices

Does your team want to improve service? Or clinical quality? If you don't know where to start, check out the team-tested practices on the LMP website. This short video shows you how. 

Learn how to use the LMP website:

How to Use the Search Function on the LMP Website

Having trouble using the search function? Check out this short video to help you search like a pro!

Learn how to use the LMP website:

How to Find the Tools on the LMP Website

Need to find a checklist, template or puzzle? Don't know where to start? Check out this short video to find the tools you need on the LMP website with just a few clicks. 

Learn how to use the LMP website:

Nurse on phone.

Make it your department's policy to pick up the phone when it rings. Answering a patient's question is part of good member service.

If the Phone Rings, You Answer

When patients have questions, they often pick up the phone. But this will do them no good if no one answers. The oncology department in Redwood City had the lowest phone service scores in Northern California. So, the team corrected wrong numbers in their directory and routed calls from the call center to the department. They also wore wireless headsets and installed voice mail. Their phone service scores improved 26.7 percentage points and their average time for returning voice mail dropped from 8 hours to 1 hour.

Here's What Worked

  • Correcting wrong numbers in the Patient Member Handbook
  • Handling calls directly instead of routing to call center, adding voice mail and returning messages hourly
  • Wearing wireless headsets to take calls remotely

What can your team do to look at its work through the eyes of the patient? 

54 people found this helpful. Was it helpful to you? YesNo