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STATIT VISION ESSENTIALSBY KAISER PERMANENTE
NOVEMBER , 2012
All results are from STATIT 11-12-12
Level 4 UBT Team
Level 4 Operational UBT
Sponsorship Sponsors visibly support team
Leadership Co-leads jointly accountable for performance by sponsors
Training Advanced training- patient safety or improvement
Team Process Co-leads jointly facilitate team meetings using outcome focused agendas with effective meeting skills and decision making
Team MemberEngagement
Unit performance data is discussed
Use of Tools Team has completed three or more testing cycles making robust changes
Goals and Performances
Team has achieved at least one target on a key performance metric
IVE LEARN
I VE
L EA
RN iVE
Learn
Starts N
ovember 5,
2012
GOT VE CERTIFICATION ?
GO TO [email protected]
POE RESULTS Sept. 2012
Current POE San Diego County 92.40
POE Goal 90%Sept. Results
Escondido 78.25Vandever 85.89Vista 90.29ElCajon 91.58Carlsbad 94.22Clairemont Mesa 95.82LaMesa 96.01Otay Mesa 97.69Bonita 98.53San Diego 92.4
Esco
ndid
o
Vande
ver
Vista
ElCaj
on
Carlsb
ad
Claire
mon
t ...
LaMes
a
Otay
Mesa
Bonita
San
Diego
0
10
20
30
40
50
60
70
80
90
100
78.25
85.8990.29 91.58
94.22 95.82 96.01 97.69 98.53
92.4
Sept. ResultsSeries2
OPTOMETRYCURRENT LAST MINUTE SICK CALLS 9/30/2012
ATTENDANCE Last Minute Sick Annualized (PSP) Current Period
ATTENDANCE/LAST MINUTE PSP
Target <3.00
Cobined Hours Coded Annually
Combined FTE
Last Minute Sick
Optometry Regular Bonita >3.0 78 5.14 0Optometry Regular La Mesa <3.0 0 15.2 0Optometry Regular Otay Mesa <3.0 0 5.67 0Optometry RegularVandever <3.0 0 6.53 0Optometry Regular Clairemont Mesa <3.0 0 6.36 0
Optometry Regular Vista <3.0 0 2.53 0Optometry Regular Escondido <3.0 0 4.16 0Optometry Regular El Cajon <3.0 0 1.98 0Optometry Regular Carlsbad >3.0 26 2.33 6.89Optometry PM Vision Services La Mesa <3.0 0 0.8 3.78
Sick
call
with
less
than
24 h
ours
not
ice
Annualiz
ed D
ays in
clude
any
"cal
l off" e
xcep
t for
Life
bal
ance
Day
s
FTE
= 40 h
our w
eek
SKL an
d BKL
are
cod
es u
sed to
doc
umen
t Las
t Min
ute S
ick
Call w
ith le
ss th
an 2
4 hou
rs n
otice
Form
ula u
sed:
SKL + B
KL / W
orke
d FTE
's /8
X 2
7
Goal +
Max
imum
targ
et <
3.0
0 day
s per
FTE
Max
imum
targ
et =
< 3
.0 d
ays
This m
eans
if ev
eryo
ne use
s le
ss th
an 3
.0 d
ays or
less
of l
ast m
inute
sick
call
per y
ear w
e will
ach
ieve
our g
oal!
OPTICAL DISPENSINGCURRENT LAST MINUTE SICK CALLS 9/30/2012
ATTENDANCE/LAST MINUTE PSP
Target <3.00
Cobined Hours Coded Annually Combined FTE
Last Minute Sick
Optical Disp Otay Mesa >3.0 0 3.85 0
Optical Disp Bonita >3.0 26 4.74 5.50Optical Disp Clairemont Mesa >3.0 13 5.82 2.23Optical Disp Vandever < 3.0 20.54 10.33 1.99
Optical Disp Vista < 3.0 0 2.97 0Optical Disp Escondido < 3.0 0 4.646 0
Optical Disp La Mesa <3.0 26 15.37 0
CAPTURE RATE MONTHLY OCTOBERDepartment
Capture Rate August
Capture Rate September
Capture RateOctober
Otay Mesa 54.1 55.5 48.8
Bonita 48.3 56.4 43.2
Vista 45.1 42.1 44.3
Clairemont Mesa
61 46.5 55.4
La Mesa 56.5() 55% 52.4
Vandever 65.9 50.4 54.9
Escondido 67.2 55.8 59.8
Carlsbad 62.2 62.2 51.9
San Diego YTD Capture Rate 51.7%
Outpatient Care Experience
August Sept Oct Nov Dec
Appointment Access 9.05 8.8 n/a
ASQ Phone message response
82.8% 82.4 n/a
ASQ Overall Satisfaction with Visit
9.5 9.4 n/a
ASQ Nurse/Assistant Composite(PSP) current
84.62% 79.88 n/a
ASQ Nurse/Assistant Composite(PSP) ytd
88.99% 88.21 n/a
ASQ Receptionist Composite(PSP) current
94.0% 93.53 n/a
ASQ Receptionist Composite (PSP) ytd
91.12 91.34 n/a
Telephone Service Factor 90.14 83.06 August
Out Patient Care Experience
UNIT BASED TEAMS
Unit Based Teams
August Sept Oct Target
2nd Pair Sales Monthly
16.1% 15.2 18.9 20%
Capture Rate Monthly
57.7% 52.7 51.7 55%
Capture YTD 51.6 51.7 51.7 55%
Contact Lens Average Sales monthly
$131.48 130.99 n/a $142.14
Contact Lens Average Sales YTD
$135.51 135.03 n/a $142.14
Contact Lens Revenue monthly
$86,910 80,688 n/a $83,118
Eyeglass Average Sale monthly
$189 188 196.00 $179
Eyeglass Average Sale YTD
$192 192 192.00 $179
Eyeglass Revenue Monthly
$622,811 $516,428 648,257 $521,376
Redo Rate Monthly 10.5% 10.5 7.7 12%
Redo Rate YTD 11.2% 11.1 10.8 12%
Redo Rate Reduction Test of ChangeClinic Sept.
RedoOctober Current
RedoGoal
Vandever 14.4 9.6 10.4 12.0
Clairemont Mesa
11.5 7.0 10.7 12.0
Otay Mesa
4.4 5.0 4.8 12.0
La Mesa 9.2 7.2 9.0 12.0
Bonita 9.1 5.7 10.7 12.0
Escondido 10.3 8.6 14.0 12.0
Carlsbad 14.0 9.9 5.4 12.0
Vista 9.8 9.0 7.8 12.0
San Diego County
10.5 7.7 9.5 12.0
NORTH COUNTY MAKEOVER
Capture Rate Test of Change Begins in September with new lab coats for all N. County opticians.
NORTH COUNTY LAB COATS TEST OF CHANGE
Capture RateAverage SaleCapture 52.6 54.6
56.6Average Sale $198.33 $ 202
$205
Benchmark Target Stretch
TEST OF CHANGE N. COUNTYCAPTURE RATE 2011-2012
Escondido 2011 2012Vista 2011 2012Carlsbad 2011 2012January 63.9 64January 45.3 58.9January 57.9 57.7February 63.4 52.8February 57.2 42.4February 62.9 58.7March 69.9 51.3March 53.1 46March 57.1 50.9April 63.3 50.8April 44.2 39.2April 61.6 56.6May 58.9 61.9May 39.8 42.4May 56.6 54.1June 60 51.8June 46.7 45.6June 68.2 59.3July 54.8 57.5July 47.1 49July 52.2 58August 52.7 67.2August 37.5 45.1August 48.1 62.2
September 55.8 55.8September 38.6 42.1
September 46 62.2
October 50.4 59.8October 49.3 44.3 October 49.2 51.9November 59.2 November 44.8 November 57.2 December 60.11 December 52.1 December 60.3 Capture Rate 59.36 57 46.3 45.6 56.44 57.74Benchmark Target Stretch
52.6% 54.6% 56.6%
N. COUNTY CAPTURE RATEESCONDIDO 2011--2012
Janu
ary
Febr
uary
March
April
MayJu
neJu
ly
Augus
t
Sept
embe
r
Octob
er
Novem
ber
Decem
ber
0
10
20
30
40
50
60
70
2011
20112012
Escondido Capture Rate
VISTA CAPTURE RATE 2011-2012
Janu
ary
Febr
uary
March
April
MayJu
neJu
ly
Augus
t
Sept
embe
r
Octob
er
Novem
ber
Decem
ber
0
10
20
30
40
50
60
2011
20112012
Vista Capture Rate
N. COUNTY CAPTURE RATECARLSBAD 2011-2012
Janu
ary
Febr
uary
March
April
MayJu
neJu
ly
Augus
t
Sept
embe
r
Octob
er
Novem
ber
Decem
ber
0
10
20
30
40
50
60
70
2011
20112012
Carlsbad Captue Rate
NORTH COUNTY AVERAGE SALE
September October December$0
$50
$100
$150
$200
$250
EscondidoCarlsbadVista
Goal $179
Average Sale September October December
Escondido $198 $210
Carlsbad $217.00 $212
Vista $162.00 $188
CONSISTE
NT PR
ACTICES
J ER
RY
BE
EB
E, O
PT
I CI A
N
CL
AI R
EM
ON
T M
ES
A
LAB SERVICES
Vision Essentials Website Current Reports
Daily
Lab
Customer Service
Reports to help you find
sds and opr order status
CUSTOMER SERVICE WEBSITE
Vision Essentials WebsiteCustomer Service LinkUse your clinic user name and PasswordSubmit 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.
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
READY SET GO!
iVE Learn
Phase One begins November 5th, 2012 start your journey today! Log in to KP Learn by logging in to myhr.. (go to insidekp.kp.org/myhr. Sign in and then go to KP and ME tab. Clicking on this tab will give you a new page. Look under Career and Development you will find KPLEARN. Once again you are asked to sign in to KPLEARN, This is the gateway to iVE Learn Modules. Type in the search box: iVE learn.For starters everyone should begin with the 25 pre-test questions. This is a way to find out how well you are at remembering the optical basics. A score of 80% is passing and whether you score 80% or less this is just a benchmark. As you begin studying the modules
TEST OF CHANGE PROPROSAL
Engagement Letter
Opportunity Statement
Southern California Kaiser Permanente Region has developed a training program for all Vision Essentials opticians. It is a voluntary program designed to refresh the opticians’ knowledge of industry specific skills and practices as well as raise his/her confidence knowing that they are proficient in the latest optical information. (The VE Certification Process will be more comprehensive than the ABO National Exam. ) The iVE Learn Program is voluntary but is strongly recommended that all opticians participate. This is a time sensitive test of change.
PROPOSAL
Through the re-allocation of Kaiser resources thru December 31, 2012 the following labor and management will attempt to get as many opticians to participate and complete the first phase (approximate 21 modules in 5 weeks) of the certification as possible. By increasing the opticians’ hours in their work week this should enable the opticians to finish the didactic portion known as phase one.
BUSINESS VALUE The VE Certification Process: will enhance the optician’s skill level from practical
hands- on service to our members to providing the best lens and material designs recommendations for our members adding value to their purchase improving upon average sales or multiple sales and promo sales
should help deliver the members product in a less costly manner by preventing fewer redos and more timely manner improving members’ satisfaction.
will increase their problem solving skills at the dispensary desk and not in the doctor’s chair saving member time and VE chair time.
will increase the skills and knowledge our opticians will give them the proficiency to do their work without interruption or waiting for “the one” optician who knows it all improving member satisfaction
EXPECTED OUTCOMES/DELIVERABLES
In a recent survey there were 40 opticians in San Diego
who have been offered more hours thru Dec. 31, 2012.
Approximately 27 optician have responded yes to more hours.
There are currently 84 modules completed out of 858 (no of dispenser X number of modules) to go if everyone participates.
Success MeasuresBenchmark 67% have said yes to more
hours(27)Target 75% (30opticians)Stretch 80% (32 opticians)