October 20, 2014

Service

Unit-Based Teams Help KP Achieve Top Medicare Ratings

10/17/2014 Medicare's 2014 5-Star ratings again recognized KP's industry-leading quality and service. Here's how unit-based teams helped KP ace the test. [ STORY ]

Why Partnership Is Good for Managers

10/17/2014 A top manager explains how working in partnership makes his job easier. [ STORY ]

Including the Patient Voice

Unit-based teams exist to include all voices—employees, managers and physicians—in efforts to improve performance. And some UBTs are bringing in one more crucial voice: the patient’s. Listening to our patients has become a core value. Here are some ideas for how your team can bring the patient's voice into your performance improvement efforts.

Download the “Patient and Family Centered Care: Toolkit for Engaging Members in Improvement” from the KP intranet or check out these individual tools.

One Patient's Input Changes the Future

10/09/2014 When a new member voiced concerns over some of the steps in her treatment for breast cancer, this UBT invited her to come speak with them--and then implemented changes in their process as a result. [ SLIDESHOW ]

Around the Regions (Fall 2014)

10/07/2014 Newsy notes from all of KP's regions. From the Fall 2014 issue of Hank. [ STORY ]

Giving Patients a Voice

10/03/2014 Unit-based teams bring the voice of frontline workers, managers and physicians to improving health care at Kaiser Permanente. Some UBTs go one step further and include the patient voice. Find out how they do it. [ STORY ]

Learning by Listening: Patient Advisory Councils

10/03/2014 How patient advisory councils are helping improve service and quality by giving a members a forum for sharing their experiences and contributing their ideas. From the Fall 2014 Hank. [ STORY ]

From the Desk of Henrietta: Mind, Body, Service

10/03/2014 Our bodies need best quality, and our spirits need best service. Henrietta, the resident columnist of the quarterly magazine Hank, makes an argument for including patients in performance improvement. From the Fall 2014 issue. [ STORY ]