Getting to Level 5 October 25 2012

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 Bobrova. Sherman, 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 P 2 P 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 P 2 P Practices Practice Consistent meetings Review P 2 P 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 1 st QTR 2012; Best and Most Improved 2 nd 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 90 th 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 Service 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

Our Best P 2 P 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 P 2 P 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 P 2 P 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 Mc. Kinney 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 P 2 P 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 P 2 P Challenges • Dysfunctional workgroup • Toxic work environment • Lack of training

Our P 2 P 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 P 2 P 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 P 2 P 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 P 2 P 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 whethere 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