Kaiser Permanente: Culture of Performance Excellence
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The document outlines strategies for enhancing performance excellence at Kaiser Permanente through the integration of business acumen, effective performance management, and technology. It emphasizes the importance of structured business performance reviews that enable real-time feedback and proactive decision-making to improve patient care and resource allocation. The use of modern tools like the iPad and the iRound application is highlighted as a means to streamline data collection and enhance overall efficiency in healthcare delivery.
Kaiser Permanente: Culture of Performance Excellence
- 1. Creating a Culture of Performance Excellence Enhancing Business Acumen by Leveraging ActiveStrategy to Manage Performance Corwin Nathaniel Harper, MHA, FACHE Senior Vice President/Area Manager CENTRAL VALLEY AREA April 2012 2 | © 2012 Kaiser Foundation Health Plan, Inc. Creating a Culture of Performance Excellence Management & People Practices Recognition & Feedback Business Performance Management & Metrics Work Processes/ Systems & Performance Improvement Vision & Strategy Leadership Credibility & Total Performance Behaviors Structure & Organizational Design Culture The Journey to Sustainable Excellence
- 2. 3 | © 2012 Kaiser Foundation Health Plan, Inc. Creating a Culture of Performance Excellence Kaiser Permanente – Guiding Behaviors Takes Accountability Focuses on the Customer Drives for Results Develops Self and Others Communicates Effectively Collaborates Champions Innovation and Change Thinks and Acts Strategically Leverages Technology Demonstrates Resource Stewardship Demonstrates Business Acumen 4 | © 2012 Kaiser Foundation Health Plan, Inc. We assessed various models to enhance/improve performance. After careful consideration we settled on the Studer model because the Five Pillars and Nine Principles aligned with the priorities at Kaiser Permanente. Steps to Enhancing Performance Determining Our Approach
- 3. 5 | © 2012 Kaiser Foundation Health Plan, Inc. Enhancing Performance Why Build Business Acumen Through Business Performance Reviews? Requires analysis of business workflows Prompts critical thinking and strategic planning Consideration of outcomes and finances Focuses on critical drivers and indicators of performance Provides a forum for managers and directors to present critical performance indicators to leaders, and get real-time feedback Enables leaders, directors, and managers to jointly make proactive decisions and allocate resources to positively impact future outcomes 6 | © 2012 Kaiser Foundation Health Plan, Inc. Dr. Raymond R. Reilly of the Ross School of Business at the University of Michigan and Dr. Gregory P. Reilly of the University of Connecticut document traits that individuals with business acumen possess: – Have an acute perception of the dimensions of business issues – Can make sense out of complexity and an uncertain future – Are mindful of the implications of a choice for all the affected parties – Are decisive – Are flexible if further change is warranted in the future Enhancing Performance How Does Business Acumen Drive Performance?
- 4. 7 | © 2012 Kaiser Foundation Health Plan, Inc. The Road Toward Effective Performance Management Business Acumen + Rounding + Performance Management = Performance Improvement Strategic thinking Thoughtful analysis Understanding the logic behind business decisions Rounding integrated into daily business functions Careful attention to key dimensions of planning and execution Clear accountability and ownership More disciplined performance management Effective Performance Management Involving Your Staff to Achieve Outcomes – Rounding Tool
- 5. 9 | © 2012 Kaiser Foundation Health Plan, Inc. Business Performance Management Utilizing the Business Performance Review Process Definitions Business Performance Management: A disciplined, structured and ongoing management practice supporting strategy execution that enables leaders at all levels to be fully informed of their business/operations. Business Performance Review: A highly structured, ongoing, data-driven conversation between a manager and his/her direct reports. 2. 10 | © 2012 Kaiser Foundation Health Plan, Inc. Business Performance Review: Meetings are focused on strategic goals and the operational performance of the business units (i.e., patient care services and support services). The meetings are discussions, not report outs. Leaders, directors, and managers meet with key members of the leadership team to discuss performance, results from rounding, and get input/feedback for further enhancements. Rounding: Key rounding questions are integrated into each session. Examples: How can I assist you? What resources or tools do you need? Do you have the support you need to be successful? Are there barriers that I can help you with? The Business Performance Review How are the Reviews Structured?
- 6. 11 | © 2012 Kaiser Foundation Health Plan, Inc. Business Performance Review – Continuous Improvement Cycles to Enhance Performance Plan, Do, Study, Act PDSA Cycle constant PLAN What are the needs of the patient? How can we get timely and relevant information? DO Develop a tool to collect real-time information in time to impact the care and service experience of the patient. STUDY Assess the information collected and determine the one-time issues versus trends. Resolve one-time issues and develop a rapid plan to change operations that impact many patients. ACT Determine how to improve data collection and resolution process -- and begin new PDSA cycle. 12 | © 2012 Kaiser Foundation Health Plan, Inc. The evolution of data collection and actions associated with the data is a continuous improvement process at Kaiser Permanente in the Central Valley Area. It is our desire to gain real-time information to continually enhance the care and service experience for our patients and members in the Central Valley Area; this desire helps to focus our efforts. Rounding is the key component of the process and we have learned to collect real-time information to impact the care and service experience of our patients and members. Because of our approach with rounding, we can address needs or issues before discharges occur. This is what motivates us to continually enhance our performance. The patient/member is at the center of our work. The Business Performance Review PDSA Cycles
- 7. 13 | © 2012 Kaiser Foundation Health Plan, Inc. Previously we used a paper process to round on our patients and members. Information was collected, entered into a spreadsheet, and reviewed at some point in the future. This is reactive. Now, we use technology to collect data, quickly analyze it and make adjustments to ensure that the patient/member experience is excellent. This is proactive. The Business Performance Review Process Then and Now 14 | © 2012 Kaiser Foundation Health Plan, Inc. The Business Performance Review with Paper Paper-driven process Multiple data sources Gathering, sorting, and tracking of paper documents Increased meetings Cumbersome tracking of action plans Ongoing email strings
- 8. 15 | © 2012 Kaiser Foundation Health Plan, Inc. The Business Performance Review Past Present Electronic Automated Processes Information Technology Performance Improvement Leveraging Technology is an Integral Component to Greater Efficiency Paper & Manual Processes 16 | © 2012 Kaiser Foundation Health Plan, Inc. After reviewing resources to help manage performance, ActiveStrategy was selected as the next tool to add to the toolkit. Along with ActiveStrategy, we determined that we needed to use an electronic tool for rounding to allow immediate data analysis. The iPad with the iRound application was selected for departmental rounding. The Business Performance Review A Look at the Present -- Leveraging Technology
- 9. 17 | © 2012 Kaiser Foundation Health Plan, Inc. The Business Performance Review A Look at the Present -- iPad 18 | © 2012 Kaiser Foundation Health Plan, Inc. The Business Performance Review Technology in Health Care The evolution of health care technology enables us to improve efficiency and enhance performance to ensure the highest quality of care and service experience for our patients and members.
- 10. 19 | © 2012 Kaiser Foundation Health Plan, Inc. Health Care Technology The Systems Theory 20 | © 2012 Kaiser Foundation Health Plan, Inc. The Business Performance Review Rounding for Outcomes Single source of the “truth” – Centralized scorecard – Single action plan – Single report to meet multiple committee/oversight needs Paperless Ability to meet from diverse locations Rounding for outcomes More time for open dialogue, business discussions, and joint strategic decision making.
- 11. 21 | © 2012 Kaiser Foundation Health Plan, Inc. The Business Performance Review Performance Management Scorecards easily updated and accessible Focus on both short-term and long-range outcomes Consistent communication and ongoing feedback Critical metrics tracked; trends and gaps in performance visible for course corrections Ongoing performance and improvement initiatives Strengthen the system/structure for communicating and reinforcing strategy Streamline method for ongoing review of performance against targets 22 | © 2012 Kaiser Foundation Health Plan, Inc. Business Performance Review Clinical Informatics Improves Outcomes: A Look at the Present and the Future Possibilities Clinical informatics transforms the health care experience by facilitating our ability to analyze, design, implement, and evaluate information. Future advancements and communications systems allow enhancements to patient care and safety, and strengthen the provider-patient relationship.
- 12. 23 | © 2012 Kaiser Foundation Health Plan, Inc. Creating a Culture of Performance Excellence What are your Contributions to Quality of Care and Service Excellence How are you managing performance? 24 | © 2012 Kaiser Foundation Health Plan, Inc. Creating a Culture of Performance Excellence Questions?