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”