Dismayed by low kp.org registration rates, the Marlow Heights Member Experience team set out to boost enrollment on the online portal. Receptionists paired up to register patients for kp.org while checking them in for appointments. Staffers also held friendly competitions to see who could sign up the most members and they hosted promotional fairs with prizes for those who signed up. Things really improved when doctors, nurses, and clinical assistants joined together to speak with patients about the benefits of kp.org and encourage them to register. In one year, the team increased the percentage of members with active kp.org accounts from 60.8 percent to 65.3 percent—meeting the regional goal.
Here's What Worked
- 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?