California HealthCare Foundation – Patient Experience in Ambulatory CareWhy Should it be a Top Strategic Priority?

Karen Tejcka, Service Line Administrator

The Fly Wheel

Purpose Worthwhile Work

and Making A Difference

Self Motivated

Prescriptive

To Do’sResults Tied

to Each Pillar

Page 26 ‘Hardwiring Excellence’ by Quint Studer

‘QUEST to be the Best’ Balanced Scorecard goals:

•Quality

•Utilization

•Expansion

•Service

•Teamwork

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

Kaiser Permanente – Orange CountyMaternal Child Health Service Line- ‘Flash Report’

Kaiser Permanente – Orange CountyMaternal Child Health Service Line- ‘Flash Report’ – CONT.

3

Employee Pay for Performance Goals

Ambulatory Results – Receptionist Courtesy 2009-2010

Ambulatory Results – RN/Assistant Courtesy 2009-2010

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 – 90th

percentile nationally

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.

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