getting to level 5 october 25, 2012. high-performing ubts demonstrate kp’s unique quality 3,500+...

Getting to Level 5October 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:oService scoresoAttendanceoWorkplace safetyoQualityoWorkplace culture and

engagement

What level has your team reached?

Write the number

in the Chat box to the right

Shady Grove Adult MedicineMid-Atlantic States

UBT Co-Leads

Insert team picture hereName Title/

Classification/UnionBetty 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 Bobrova-Sherman, MD

Our Improvements

Test of Change/Project

Successful practice

Learnings Focus Area

Mammography screening rate sustained at 87%, above regional target

• Practice agreement with radiology not to turn away same-day referrals

Manually monitoring screenings increased response rate

Quality

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

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

Engagement Data collection, union commitment, team energy

Moving along Path Review with consultant, meeting feedback, address gaps

Our Best P2P Practices

PracticePath to Performance dimension

Consistent meetings Team process, engagement

Review P2P chart with improvement specialist

Goals and Performance

Hold everyone accountable Leadership, team engagement

Bring data Use of tools

Co-leads’ feedback 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 MedicineOhio

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 Focus Area

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

Quality

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

Service

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

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 engagementGetting 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 RecordsNorthwest

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

Learnings Focus Area

Complete Total Health Assessment from baseline 20% to 50% by year end 2012.

Engage entire staff in fun and up beat activities

Recognition and celebration are important and help our team be high functioning.

Best place to work

Reduce use of expensive photo sleeves for photos by using regular sheet protectors.

Brainstorm session – everyone has a voice

Even small projects can have a big payoff. We saved $38,000 with this project.

Affordability

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

Sponsorship Leadership Training Team process

Team member engagement

Use of tools Goals and performance

Path to Partnership dimensions

Downey Food ServicesSouthern California

Our TeamName 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

AdjustmentImprove 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 job-task 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 prior to and during UBT meetings

Shared with UBT Co-lead 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