the new member experience sept. 11, 2013. setting the context hannah king, director national service...
TRANSCRIPT
The New Member ExperienceSept. 11, 2013
Setting the Context
Hannah King, Director
National Service Quality
Falls Church, Mid-Atlantic States Region
Adult Primary Care UBT
Our Team
Name Title/Classification/Union
Isolina Pistolessi RN, UFCW Local 400
Marianne Henson Clinical Operations Manager
Nubia Wahezi Clinical assistant, OPEIU Local 2
Ada Rahim Clinical assistant, OPEIU Local 2
Kaie Golson Clinical assistant, OPEIU Local 2
Yolanda Terry Receptionist, OPEIU Local 2
Magzie Hanson Clinical assistant, OPEIU Local 2
Dr. Lee Physician
Dr. Ahmed Physician
Dr. Sims Physician
Why We Focus on New Members
• Welcome new members and give “WOW” experience
• Member retention and growth• To help new members navigate Falls Church
Center
Our SMART Goal
Improving the care experience was our goal.
The Falls Church APC UBT would improve the staff courtesy and helpfulness score from 81.5% in Q 4 of 2011 to 83% in Q1 of 2012
Our Small Tests of Change
Test of Change Adopt Success
Adapt
Adjustment
Abandon
Did not work
New Member Identifier tool/New Member Card
A pop-up in HealthConnect at the time of check in to alert receptionist that they are a new member.
Card: Member is given a new member card.
Tours Facility tours are being offered to members.
Road maps Navigate KP map: Tool created in partnership with Diversity to better understand KP
Facility Map
Sleeves Sleeves for member ID card with information that is on the back of the card translated in Spanish
Our Small Tests of Change
Test of Change Adopt Success
Adapt
Adjustment
Abandon
Did not work
Medication Bags Bags given to those new members with a lot of RXs. The bag has Rx refill line information in English and Spanish.
New Member Bags Bags given to all new members. It contains items from the Brand store as well as KP literature.
Example: Tours
Estimated Length- 20-30 minutes
Start- Ask new members if they want a tour of the facility
Third floor
Visit Primary Care
Nurse clinic
Talk about other departments on the third floor Second floor
Member services
Admin
HIMS (Medical Records)
Health Ed Room (for classes)
Eye Care
OB/GYN
Basement LabRadiology ASC First Floor Pharmacy Peds Talk about other departments available on first floor Vending machines/Kiosk review the information on scheduling appts and member services on the back of the cardDirect member to garage Tour ends
Falls Church New Member Tour 10-5-11
Our Metrics
Measure Data Source
LMP index Department Staff Courtesy + Lab+ Radiology+ Pharmacy
MPS [Member Patient Survey] Scores Care Experience
Staff Courtesy and Helpfulness
Our Best Practices
• Facility tours• New Member Roadmap• Medicine bags• Card sleeves• New member card• New member bags
Our Challenges
• Team engagement • Teamwork and communication• Time (meetings and tours)
Our Successes
• Positive feedback around tours and new member bags
• Improved teamwork and communication• Improved MPS Scores
Lessons We Learned
• Going the extra mile for members• Teamwork and positivity
Our Rewards & Recognition
UBT helps new members navigate KP
FEATURED TEAMAdult Primary Care
WHAT THEY DID
To improve member retention and help Kaiser Permanente grow, members of this UBT in Falls Church, Va., have:
•Involved Spanish-speaking staff in welcoming 3,200 new Spanish-speaking members.
•Used the New Member Identifier tool in KP HealthConnect™ so staff can help familiarize new members, or those who haven’t been in for a while, with KP.
•Called new members to set up appointments, help refill prescriptions and address other needs.
•Sent welcome letters and a road map on how to get started as a Kaiser Permanente member and patient.
•Passed out a new member kit with contact numbers.
Visit LMPartnership.org for ideas and tools for your team.
RESULTSFavorable patient satisfaction scores
Our Team
First Visit Tracker
Example : New Member First Visit Tracker
New Member bag given yes or no
Tour yes/no/declined Duration of tour (minutes) New member card returned to receptions
yes declined - no
yes yes 5 minutes no
yes Explained verbally 7 minutes no
yes declined - no
Yes Declined no
yes declined no
yes declined no
yes declined no
yes yes 5 minutes no
yes no yes
yes declined yes
no yes 12 minutes yes
no declined yes
no yes 10 minutes no
yes declined no
yes declined yes
yes yes 7 minutes yes
yes declined yes
no yes 7minutes yes
New Member Map
http://lmpartnership.org/tools/new-member-map
California Service Center Contracts UBT
Our Team
Name Title/Classification/Union
Jeannie Athey Account administration representative, OPEIU Local 30
Demetria Williams Manager
Sherri Saunders Sponsor
Lolita Barbaran Sponsor
Bonnie Johnson Subject Matter Specialist
What We Do at CSC
• Receive contracts from Sales and Account managers
• Enroll employer groups (enter contract details including co-pay amounts, benefits, costs, etc.)
• Interact with Sales and Accounts colleagues when we spot discrepancies
This ensures new members will not face any surprises on their first visit
Our SMART Goal
The CSC Contracts UBT will reduce the discrepancy rate from a baseline of 65 percent to a goal of 50 percent between June 2013 and September 2013.
“A Day in the Life of a Contract”
• Two days of face-to-face meetings
• Showed both computer systems side by side
• A three-page guideline document of codes that everyone agrees to use
Role of Frontline
• Those working on the purchaser advice (PA) and contract submission daily are most aware of the issues that need to be resolved.
• Brainstorming between the two teams enable a solution.
• RIM process and use of experts on the team allowed development of the workshop
Speaking a Common Language
• Open communication between teams• Better understanding of the different computer systems
being used • Development of a cross reference of most common terms
used by both teams
Working with Other Departments
• Both teams became more receptive to questions• More thorough knowledge of why we needed the
information we asked for• Better camaraderie between the two teams • Understand the impact each department impacts each other• Understand and accept that systems and language differs
Our Rewards & Recognition
• Part of the Hank magazine cover story
Rock Creek Medical Office, Colorado
Primary Care UBT
Our Team
Name Title/Classification/Union
La’Trice Shannon Manager, Co-lead
Monica Chavez RN, UFCW Local 7
Sarah Wilson LPN, SEIU Local 105
John Morris MD
Why We Focus on New Members
• We focus on new members because we want our members to feel welcome and that we care about them
Our Goal
Improve service with our new members by sending them a thank you card after their first visit
Our Small Tests of Change
Test of Change Adopt Success
Adapt
Adjustment
Abandon
Did not work
Send a thank you card to new members after their visit
Adopt Also send to patients with a complex visit
Our Metrics
Measure Data Source
Patient Satisfaction Improved overall satisfaction from 93 percent in 2011
96 percent in 2012
98 percent year to date 2013
Our Best Practices
• Say “Thank you” to members
• Introduce ourselves to members
• Make them feel welcome
Our Challenges
• Short staffed • Team morale dropped
Our Successes
• Supportive sponsors• Staffing levels improved • Engaged physicians
Lessons We Learned
• Appropriate staffing levels • Staff and provider buy-in
Our Rewards & Recognition
• LMP web story on the Golden First Visit http://lmpartnership.org/stories-videos/love-first-visit
• Recognized for quality metrics
Richmond (NCAL)
Pediatrics UBT
Our Team
Name Title/Classification/Union
Karen SoreySusana Acevedo
PediatricianPediatrician
Cynthia RamirezCynthia HuntJill Sandino
ManagerAnalystMA/SEIU Co-Lead
Lori MackieShirley Chao
Receptionist/L29 Co-LeadReceptionist/L29
Diana Santana Department Secretary/L29
Sonia Clark LVN/SEIU
Diana Netherton Director/Sponsor
Why We Focus on New Members
• Health Care Reform
Anticipating more new members
• The WOW effect
The first year is crucial
Our SMART Goal
We will increase our member satisfaction scores for new members from 88.3 percent satisfaction in 2012 to 91 percent by the end of 2013.
Our Small Tests of Change
Test of Change Adopt Success
Adapt
Adjustment
Abandon
Did not workReceptionist welcomes a new member after spotting the new member flag in Heath Connect
Flag stays with a new member for 6 months, so now a receptionist checks to see if the member has had a prior visit before welcoming them
Receptionist puts a happy face on the registration slip to notify a medical assistant of a new member
When MA sees the happy face, they welcome the new member again and give them a welcome folder
Now, the MA informs the manager, who gives the new member a welcome folder.
After visit, the physician calls or sends a secure message to the new member to thank them and answer any questions they might have
The new member is welcomed throughout the continuum of the visit and after.
Physician involvement needed to positively close the overall experience.
Our Metrics
Measure Data Source
Doctor office visit ratings for new members
Member Patient Satisfaction scores
Number of new patients who were welcomed and given welcome folders
Manual document
Our Best Practices
• Tracking new members manually in a binder
• Checking first to see if a new member has had a prior visit before welcoming them
Our Challenges
• Manager not always available, so inconsistent folder distribution
• Patient diversity, language/cultural barriers
Lessons We Learned
• Teamwork is key – we need each other
• Consistency
• The WOW experience for all patients and members
Our Rewards & Recognition
• Recognized at department meetings
• Recognized by local leadership via email and at joint managers and stewards meetings
• Regional UBT recognition as a best practice
• Article in HANK
Closing Thoughts
Hannah King, Director
National Service Quality
Resources
• National Service Quality website:
http://kpnet.kp.org/qrrm/service2/index.html
• Labor Management Partnership website:
www.LMPartnership.org and search on “new member”