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