BLOGGING Shasta Cole AmeriCorps Member Sept. 2007-Sept. 2008.
The New Member Experience Sept. 11, 2013
description
Transcript of The New Member Experience Sept. 11, 2013
![Page 1: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/1.jpg)
The New Member ExperienceSept. 11, 2013
![Page 2: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/2.jpg)
Setting the Context
Hannah King, Director
National Service Quality
![Page 3: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/3.jpg)
Falls Church, Mid-Atlantic States Region
Adult Primary Care UBT
![Page 4: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/4.jpg)
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
![Page 5: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/5.jpg)
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
![Page 6: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/6.jpg)
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
![Page 7: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/7.jpg)
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
![Page 8: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/8.jpg)
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.
![Page 9: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/9.jpg)
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
![Page 10: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/10.jpg)
Our Metrics
Measure Data Source
LMP index Department Staff Courtesy + Lab+ Radiology+ Pharmacy
MPS [Member Patient Survey] Scores Care Experience
Staff Courtesy and Helpfulness
![Page 11: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/11.jpg)
Our Best Practices
• Facility tours• New Member Roadmap• Medicine bags• Card sleeves• New member card• New member bags
![Page 12: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/12.jpg)
Our Challenges
• Team engagement • Teamwork and communication• Time (meetings and tours)
![Page 13: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/13.jpg)
Our Successes
• Positive feedback around tours and new member bags
• Improved teamwork and communication• Improved MPS Scores
![Page 14: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/14.jpg)
Lessons We Learned
• Going the extra mile for members• Teamwork and positivity
![Page 15: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/15.jpg)
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
![Page 16: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/16.jpg)
Our Team
![Page 17: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/17.jpg)
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
![Page 18: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/18.jpg)
New Member Map
http://lmpartnership.org/tools/new-member-map
![Page 19: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/19.jpg)
California Service Center Contracts UBT
![Page 20: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/20.jpg)
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
![Page 21: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/21.jpg)
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
![Page 22: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/22.jpg)
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.
![Page 23: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/23.jpg)
“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
![Page 24: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/24.jpg)
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
![Page 25: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/25.jpg)
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
![Page 26: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/26.jpg)
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
![Page 27: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/27.jpg)
Our Rewards & Recognition
• Part of the Hank magazine cover story
![Page 28: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/28.jpg)
Rock Creek Medical Office, Colorado
Primary Care UBT
![Page 29: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/29.jpg)
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
![Page 30: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/30.jpg)
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
![Page 31: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/31.jpg)
Our Goal
Improve service with our new members by sending them a thank you card after their first visit
![Page 32: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/32.jpg)
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
![Page 33: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/33.jpg)
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
![Page 34: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/34.jpg)
Our Best Practices
• Say “Thank you” to members
• Introduce ourselves to members
• Make them feel welcome
![Page 35: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/35.jpg)
Our Challenges
• Short staffed • Team morale dropped
![Page 36: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/36.jpg)
Our Successes
• Supportive sponsors• Staffing levels improved • Engaged physicians
![Page 37: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/37.jpg)
Lessons We Learned
• Appropriate staffing levels • Staff and provider buy-in
![Page 38: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/38.jpg)
Our Rewards & Recognition
• LMP web story on the Golden First Visit http://lmpartnership.org/stories-videos/love-first-visit
• Recognized for quality metrics
![Page 39: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/39.jpg)
Richmond (NCAL)
Pediatrics UBT
![Page 40: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/40.jpg)
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
![Page 41: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/41.jpg)
Why We Focus on New Members
• Health Care Reform
Anticipating more new members
• The WOW effect
The first year is crucial
![Page 42: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/42.jpg)
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.
![Page 43: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/43.jpg)
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.
![Page 44: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/44.jpg)
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
![Page 45: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/45.jpg)
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
![Page 46: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/46.jpg)
Our Challenges
• Manager not always available, so inconsistent folder distribution
• Patient diversity, language/cultural barriers
![Page 47: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/47.jpg)
Lessons We Learned
• Teamwork is key – we need each other
• Consistency
• The WOW experience for all patients and members
![Page 48: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/48.jpg)
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
![Page 49: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/49.jpg)
Closing Thoughts
Hannah King, Director
National Service Quality
![Page 50: The New Member Experience Sept. 11, 2013](https://reader036.fdocuments.us/reader036/viewer/2022062309/56813fea550346895daadf29/html5/thumbnails/50.jpg)
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”