1. STATIT Vision Essentials by Kaiser Permanente October, 2012 All results are from STATIT 10-18-2012

2. Service Forum 2012 Think Different

3. The Droids are coming!

4. Level 4Operational UBT SponsorshipSponsors visibly support team LeadershipCo-leads jointly accountable for performance by sponsors TrainingAdvanced training- patient safety or improvement Team ProcessCo-leads jointly facilitate team meetings using outcome focused agendas with effective meeting skills and decision making Team Member Engagement Unit performance data is discussed Use of ToolsTeam has completed three or more testing cycles making robust changes Goals and PerformancesTeam has achieved at least one target on a key performance metric

5. iVE Learn Starts November 2012

6. POE RESULTS AUGUST 2012 Current POE San Diego County 94.88%

7. Optometry Current Last Minute Sick Calls 9/30/2012 ATTENDANCE Last Minute Sick Annualized (PSP) Current Period ATTENDANCE/LA ST MINUTE PSPTarget <3.00 Cobined Hours Coded AnnuallyCombined FTELast Minute Sick Optometry Regular Bonita>3.0785.1415.17 Optometry Regular La Mesa<3.0015.20 Optometry Regular Otay Mesa<3.005.670 Optometry RegularVandever<3.006.530 Optometry Regular Clairemont Mesa<3.006.360 Optometry Regular Vista<3.002.530 Optometry Regular Escondido<3.004.160 Optometry Regular El Cajon<3.001.980 Optometry Regular Carlsbad>3.0262.330 Optometry PM Vision Services La Mesa<3.000.80 Sick call with less than 24 hours notice Annualized Days include any "call off" except for Life balance Days FTE = 40 hour week SKL and BKL are codes used to document Last Minute Sick Call with less than 24 hours notice Formula used: SKL + BKL / Worked FTE's /8 X 27 Goal + Maximum target < 3.00 days per FTE Maximum target = < 3.0 days This means if everyone uses less than 3.0 days or less of last minute sick call per year we will achieve our goal!

8. Optical Dispensing Current Last Minute Sick Calls 9/30/2012 ATTENDANCE/LAST MINUTE PSP Target <3.00 Cobined Hours Coded AnnuallyCombined FTELast Minute Sick Optical Disp Otay Mesa>3.0263.96.6 Optical Disp Bonita>3.0263.926.64 Optical Disp Clairemont Mesa>3.0264.36.04 Optical Disp Vandever< 3.02610.82.41 Optical Disp Vista< 3.002.370 Optical Disp Carlsbad<3.002.330 Optical Disp Escondido< 3.004.160 Optical Disp La Mesa<3.02613.911.87

9. Capture Rate Monthly September DepartmentCapture Rate July Capture Rate August Capture Rate September Otay Mesa47.154.1 55.5 Bonita44.648.3 56.4 Vista4945.1 42.1 Clairemont Mesa 57.561 46.5 La Mesa62.856.5() 55% Vandever54.665.9 50.4 Escondido57.567.255.8 Carlsbad58.062.2 San Diego YTD Capture Rate 52.7%

10. Outpatient Care ExperienceAugustSeptOctNovDec Appointment Access9.058.8 ASQ Phone message response82.8%82.4 ASQ Overall Satisfaction with Visit9.59.4 ASQ Nurse/Assistant Composite(PSP) current 84.62%79.88 ASQ Nurse/Assistant Composite(PSP) ytd 88.99%88.21 ASQ Receptionist Composite(PSP) current 94.0%93.53 ASQ Receptionist Composite (PSP) ytd 91.1291.34 Telephone Service Factor90.14 August Out Patient Care Experience Last 5 months 2012

11. Unit Based Teams JulyAugustSeptTarget 2 nd Pair Sales Monthly 16.216.1%15.220% Capture Rate Monthly 55.257.7%52.755% Capture YTD 50.751.651.755% Contact Lens Average Sales monthly 137.62$131.48130.99$142.14 Contact Lens Average Sales YTD 136.83*$135.51135.03$142.14 Contact Lens Revenue monthly $91,518*$86,91080,688$83,118 Eyeglass Average Sale monthly $190$189188$179 Eyeglass Average Sale YTD $193$192192$179 Eyeglass Revenue Monthly $606,779$622,811$516,428 $521,376 Redo Rate Monthly 9.810.5%10.512% Redo Rate YTD 11.311.2%11.112%

12. North County Makeover Capture Rate Test of Change Begins in August with new lab coats for all N. County opticians.

13. Redo Rate Reduction Test of Change ClinicSept. RedoCurrent Redo Goal Vandever14.49.012.0 Clairemont Mesa11.57.912.0 Otay Mesa4.45.212.0 La Mesa9.26.012.0 Bonita9.14.312.0 Escondido10.36.512.0 Carlsbad 14.012.9 12.0 Vista9.87.712.0 San Diego County10.57.112.0

14. North County Lab Coats Test of Change Capture Rate Average Sale Service Level Capture52.654.656.6 Average Sale$198.33 $202$205 BenchmarkTarget Stretch

15. Test of Change N. County Capture Rate 2011-2012 Escondido20112012Vista20112012Carlsbad20112012 January63.964January45.358.9January57.957.7 February63.452.8February57.242.4February62.958.7 March69.951.3March53.146March57.150.9 April63.350.8April44.239.2April61.656.6 May58.961.9May39.842.4May56.654.1 June6051.8June46.745.6June68.259.3 July54.857.5July47.149July52.258 August52.767.2August37.545.1August48.162.2 September55.8 September38.642.1September4662.2 October50.4 October49.3 October49.2 November59.2 November44.8 November57.2 December60.11 December52.1 December60.3 Capture Rate59.3657 46.345.6 56.4457.74 BenchmarkTargetStretch 52.6%54.6%56.6%

16. N. County Capture Rate Escondido

17. N. County Capture Rate Carlsbad 2011-2012

18. N. County Average Sale

19. N. County OCSS Scores Service Level OCSS Scores not availabe at this time for September

20. N. County Capture Rate Vista

21. Consistent Practices Jerry Beebe, Optician Clairemont Mesa

22. Lab Services Vision Essentials Website – Current Reports Daily Lab Customer Service Reports to help you find sds and opr order status

23. Customer Service Website Vision Essentials Website Customer Service Link Use your clinic user name and Password Submit your request Copy and Paste request in member’s memo document on member’s envelope the service request number or print a copy And keep as a reminder. Close your request once the issue has been resolved.

24. Escondido VE Department receives Honorary Service Award for 3 rd Quarter

25. Express Order Update Call Customer Service at 8-336-5524 For Express Service Choose option 7 to get information on frame and lens availability before starting an express order