Transcript Document

Getting to Level 5
October 25, 2012
High-performing UBTs demonstrate KP’s unique quality
• 3,500+ unit-based teams
• 38% of teams high performing
• High-performing teams
outperform others in:
o Service scores
o Attendance
o Workplace safety
o Quality
o Workplace culture and
engagement
What level has your team
reached?
Write the number
in the Chat box to the right
Shady Grove Adult Medicine
Mid-Atlantic States
UBT Co-Leads
Insert team picture here
Name
Title/Classification/
Union
Betty Rice,
management
co-lead
Clinical Operations
Manager, Adult Medicine
Sandy L. Smith,
labor co-lead
Clinical asst. OPEIU
Local 2,
head shop steward
Donna Herndon,
labor co-lead
RN, UFCW Local 400
Shady Grove UBT
Team Members
Angela Yee, CA
Nelis Interiano, CA
Cecile Henriques,
CA
Sonia Louis-Lapierre, RN
Belinda
Asamoah,CA
Cathy Barnett, LPN
Lauren Cosgrove,
MD
Joel Kalman, MD
Sandra Swann, MD
Irina BobrovaSherman, MD
Our Improvements
Test of Change/
Project
Successful
practice
Learnings
Mammography
screening rate
sustained at 87%,
above regional
target
•
Practice
agreement with
radiology not to
turn away sameday referrals
Manually
monitoring
Quality
screenings increased
response rate
Best/most
improved patient
satisfaction scores
in service area
•
Outreach WOW
calls and WOW
letters
New member
satisfaction
cards, new
member bags
Team motivated by
display of patient
comments available
to team
•
Focus Area
Service
Sharing best practices
Best Practice
How we shared it with
others
Practice Agreement with Radiology
Gave copies to other centers
Patient satisfaction survey cards
Presented at team meetings and
shared with other centers
Our P2P
Challenges/Successes
Challenges
Successes
Time, capacity to do work
Involving whole team,
physicians, others
Data collection, union
commitment, team energy
Review with consultant,
meeting feedback, address
gaps
Engagement
Moving along Path
Our Best P2P Practices
Practice
Consistent meetings
Review P2P chart with
improvement specialist
Hold everyone accountable
Bring data
Co-leads’ feedback
Path to Performance
dimension
Team process, engagement
Goals and Performance
Leadership, team
engagement
Use of tools
Leadership
Our Key Learnings
• Engage the whole team
• Engage a physician
• Engage ancillary departments
• Always ask “What’s next?”
Our Rewards & Recognition
• Member Patient Survey (MPS) measures patient
satisfaction
– Most Improved Center 1st QTR 2012; Best and
Most Improved 2nd QTR 2012
– 2012: Area Physician Director and Area
Administrator provided center luncheon
celebration
– Congratulatory banners placed in lobby for
members to see
Questions for the team?
Should teams use daily huddles?
Write Yes or No
in the Chat box to the right
Parma Internal Medicine
Ohio
Our Team Co-leads
Name
Title/Classification/Union
Dr. Kathleen Grieseer
Lead Physician OPMG
Dr. Ashwin Turakhia
Lead Physician OPMG
Dorota Smosny
Lead RN-management
Cecelia Golden
RNCM-Ohio Nurses Assn.
Betty Zola
RNCM-Ohio Nurses Assn.
Doris Frisco
MA-OPEIU Local 17
Claudia Turi
MA-OPEIU Local 17
Our Improvements
Project
Success
Best Practice
Blood
pressure
control
90th percentile in the U.S.
• Workflow protocol for treatment clinic
run by LPN
•Best Practice Alerts
•Education of staff and patients
In basket
messages
Excellent range, consistently
above goal for 5 months
•Dedicated person to in basket messages
•Every staff person completes 10
messages a day
Attendance
Improvement from 15.0 to 7.4
since 2011 (goal 7.0)
•Quarterly recognition
•Flexible scheduling
•Perfect attendance board
Best place
to work
Wait times
Improvement from 71% to
77% (goal 77%)
•Staff rounding in the waiting area
•Educational slide show in exam rooms
•Thank you cards
•AIDET
Service
Focus
Area
Quality
Service
Our Best P2P Practices
Practice
Path to Performance dimension
Created sub- committees and project
champions
Team process
All staff responsible for rounding in the
waiting areas
Team engagement
Daily Huddles
Team process
Structured UBT/staff meetings
Team process
Monthly meeting with sponsors
Sponsorship
High physician involvement
Team engagement
Our P2P Challenges
• Team process
Organizing and structuring meeting for 50 team
members
• Staff engagement
Getting all staff involved in team projects such as
rounding in the waiting area and AIDET
• Sponsor engagement
• Communication
Our P2P Successes
• Improved team meeting process
Ground rules, structured agenda, parking lot and physician
engagement
• Increased staff engagement and improved
communication
Sub-committees/champions, UBT consultants for trouble
areas
• Increased sponsor involvement
Through monthly meetings to report on projects and staff
meetings
Our Key Learning
•
•
•
•
Teamwork
Communication
Staff accountability
Defined structure for leadership and the team
Our Rewards & Recognition
• KP patients voted Parma the Best Large Facility
of the Year 2012
• Invited to speak at Better Health Greater
Cleveland conference on BP control in primary
care
• HANK story on specimen-collection process in
2011
Questions for the team?
Regional Medical Records
Northwest
Medical Records, KPNW
Name
Title/Classification/
Union
Debbie Lang
Sponsor/Manager
Shannon
McKinney
Co-Lead/Supervisor
Kathy Boland
Co-Lead/Labor/SEIU
Local 49
40 employees, 2
different locations,
24/7
Our Improvements
Test of Change/
Project
Successful
practice
Complete Total
Engage entire
Health Assessment staff in fun and up
from baseline 20% beat activities
to 50% by year
end 2012.
Reduce use of
expensive photo
sleeves for photos
by using regular
sheet protectors.
Learnings
Focus Area
Recognition and
Best place to work
celebration are
important and help
our team be high
functioning.
Brainstorm session Even small
Affordability
– everyone has a
projects can have a
voice
big payoff. We
saved $38,000
with this project.
Our Best P2P Practices
•
•
•
•
Bulletin Boards
Huddles
UBT Meetings
Celebrations
Best Practice Sharing
Communication
Huddles, meetings, bulletin boards, emails,
face to face
Best Practice Sharing
Tool – Concerns List
Saved on department share drive and
helps us track issues and concerns people
raise in UBT meetings.
Our P2P Challenges
• Dysfunctional workgroup
• Toxic work environment
• Lack of training
Our P2P Successes
• Modeling LMP principles and behaviors
• Ongoing UBT training, education and information
• Work group owns the work and takes pride
Our Key Learnings
• Learned that we could work as a
team
• Recognition matters
• “Put your swords down”
• Leave the meeting on a happy
note
Our Rewards & Recognition
• LMP Performance
Report 2011
• Level 5 Path to
Performance
Recognition 2012
• UBT Award for
Patient and Member
Focus 2012
Questions for the team?
Which P2P dimension do you
think is most challenging for
teams?
Write your answer in the Chat box on the right
Path to Partnership dimensions
Sponsorship
Team member
engagement
Leadership
Training
Use of tools
Team process
Goals and
performance
Downey Food Services
Southern California
Our Team
Name
Title/Classification/Union
Steve Griffth
Co-Lead/Management
Hellen Chen
Department Administrator./
Management
Rosemary Navarrette
Co-Lead/Labor, Kitchen
worker/SEIU UHW
Francine Medina
Cook/SEIU UHW
Xochitl Salazar
Grill Cook/SEIU UHW
Francisco Vargas
Kitchen worker/SEIU UHW
Alejandra Berumen
Kitchen worker/SEIU UHW
Miguel Rodriguez
Kitchen worker/SEIU UHW
Flo Oliva
Cashier/SEIU UHW
Elva Miranda
Kitchen worker/SEIU UHW
Amber Solomon
Kitchen worker/SEIU UHW
Our P2P Challenges
Team member engagement
Changing employee attitude from a “What’s in for
me?” and “It’s not my job” to one that is focused on
what can we do to meet our customers’ needs and
improve service.
Team developed a credo:
“Stay Positive with a Can-Do Attitude”
Our Best P2P Practices
• Labor Caucus
• Daily huddles - Sample huddle template
UBT representative members solicit input and concerns from staff by interacting with them
Our Improvements
Test of
Change/Project
Adopt
Success
Adapt
Adjustment
Improve communication
between tray hosts and
tray assemble staff
Use walkie-talkies
Training our employees
to use the walkie-talkies
Change our scripting with
tray passers
After changing our
scripting, our
patients satisfaction
scores went up
Made sure tray passers
knock on the door before
entering
Ask patients whether
there was anything else
they could do for them
Our Main Success to
Becoming a Level 5 Team
Becoming a self-managed team
• Then: Difficult to get employees to take on new or change
job tasks.
• Now: Define job tasks and timelines in partnership and
tweak as needed at daily huddles
The bottom line: Team members are an integral part of jobtask development
Our Key Learnings
• Frequent communication of goals and performance metrics
to staff is vital in keeping them engaged
• Not all staff are going to buy into changes right away
• Huddles serve as a vehicle to put a little peer pressure on
those who don’t easily accept change
• Cross train staff
Our Sharing
Best Practice
How we shared it with
others
Action Item Log that is updated
Shared with UBT Co-lead
prior to and during UBT meetings meeting
Scripting and role-playing to
improve service scores
Article in facility newsletter,
the Downey Gateway
Our Rewards & Recognition
• We won an Everyday Heroes award for delivering
excellent service when we switched to Room
Service Dining.
• We won a Constellation Award for appreciation of
our extraordinary UBT work on Room Service.
• We won the Cliff Diver award twice for the UBT
that took a great risk and made great gains.
• We were featured in the Downey Gateway for
being the first UBT at our medical center to reach
Level 5.
Questions for the team?
Thank you!
To listen to an audio recording
of this event and download the
full set of team slides, visit
LMPartnership.org