Download presentation
Presentation is loading. Please wait.
Published byBertina McCarthy Modified over 9 years ago
1
California HealthCare Foundation – Patient Experience in Ambulatory Care Why Should it be a Top Strategic Priority? Karen Tejcka, Service Line Administrator
2
The Fly Wheel Purpose Worthwhile Work and Making A Difference Self Motivated Prescriptive To Do’s Results Tied to Each Pillar Page 26 ‘Hardwiring Excellence’ by Quint Studer ‘QUEST to be the Best’ Balanced Scorecard goals: Quality Utilization Expansion Service Teamwork
4
What does Kaiser Permanente – Southern California Orange County measure? Performance: Goals tied to each level with reward and recognition Obtained from National/Regional/Orange County QUEST goals Tracking examples: Flash Reports Employee Goals Many data sources – external and internal to KP
5
Kaiser Permanente – Orange County Maternal Child Health Service Line- ‘Flash Report’
6
Kaiser Permanente – Orange County Maternal Child Health Service Line- ‘Flash Report’ – CONT.
7
3 Employee Pay for Performance Goals
8
Ambulatory Results – Receptionist Courtesy 2009-2010
9
Ambulatory Results – RN/Assistant Courtesy 2009-2010
10
Care Experience Selected Results Orange County Ambulatory e.g. - improvements Receptionist Courtesy Message turnaround Nurse/Assistant Courtesy KP.org use Average Days Wait Physician care experience Inpatient e.g. improvements Rate Care- 1 hospital top rating in 2010 – 90 th percentile nationally
11
Other Selected Results Orange County - continued Teamwork/Employees Voted 2010 “Best Places to Work” in Orange County – Orange County Register 2010 Employee Survey: Orange County meets/exceeds Best In Class benchmark* in 23 out of 36 areas 95% response rate * Towers Watson HealthCare Norms Database Membership and Financial Continuous sustained membership growth in last 5 years Highest growth in KP nationally in 2010, despite recession.
12
Southern California Selected Results Survey of comparative health plans 2009- 2010: Statistically significant improvements in members’ evaluation of KP in 26 out of 37 areas surveyed Health Plans Among Nation’s Best in ‘NCQA’s Health Insurance Plan Rankings 2010-2011 – ‘Private’ Ranked Among Top Health Insurance Companies – by research firm ‘Harris Interactive’ High Marks in 2010 from J.D. Powers & Associates Study – highest in customer satisfaction in 4 regions, including California #1 in nation for overall hypertension control in Medicare population <140/90 Quality Care Receives NCQA’s highest ranking for California Medicare Plans 6 hospitals named 2010 Leapfrog Top Hospitals Kaiser Permanente physicians win top performer awards from IHA Physicians Receive National Recognition for Excellence in Heart/Stroke Care Highest Marks on California’s Annual Clinical Quality Report – 8 out of 8 Stars - California Office of the Patient Advocate
Similar presentations
© 2025 SlidePlayer.com. Inc.
All rights reserved.