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Fresh Perspective Spurs Workflow Innovation
Listening to the "voice of the customer" is the key to getting results.
Details
Why This Matters
- Timely delivery of medication is critical for patient care and eases anxiety and stress among staff.
Test of Change
- Shadowing hospital nurses to better understand their wants and needs.
A Recipe for Speaking Up
A Food and Nutrition Services team boosts its People Pulse speak-up scores by creating an environment where workers feel free to voice their opinions and ideas — and can expect action to be taken on their input.
Details
Why This Matters
- When employees feel free to share ideas and concerns, it creates open communication that leads to better care, quality and service.
Test of Change
- Rewarding and recognizing employees for ideas and actions that contribute to the team’s work.
Kid Food: Serve It
Pediatrics team suggested kid-friendly food like peanut butter and jelly sandwiches, and created restaurant style menus with imagery of zoo animals.
Details
Why This Matters
- Kids need to eat, and wasted food is wasting money.
Test of Change
- Offering kid-friendly food items
Giving Patients a Voice
Improvements suggested by a parent advisory council ease the stress of new moms and dads whose babies are in the NICU.
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Why This Matters
- Unit-based teams make innovations that have a big impact when they include patients in their improvement efforts.
Test of Change
- Members of this NICU host a bimonthly parent advisory council and include moms and dads members in the department’s tests of change
Invent Our Future
Frontline innovation with new technology and service models are improving care and keeping KP a health care leader.
Details
Why This Matters
- Clinical quality, patient satisfaction and employee growth and development all improve when we experiment with new technologies and ways of providing care.
Test of Change
- Sending smartphone photos of patients’ rashes to dermatologist for faster diagnoses and treatment