Human-Centered Design @ KP: Building Organizational Capacity in Innovation and Patient Engagement

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https://doi.org/10.7812/TPP/18-071-29

Abstracts from the Kaiser Permanente 2018 National Quality Conference

From Program Offices

Background: This is a new time in health care. Engaging and delighting our customers is a critical part of the Triple Aim. Human-centered design helps us uncover customer needs, define opportunities, imagine new possibilities, and rapidly test new ways to improve and design care. At Kaiser Permanente (KP), we take human-centered design to the next level by also partnering with our members through CoDesign.
Methods: Applied to multiple projects.
Results: We have trained 1000+ KP staff in human-centered design and CoDesign. By using Human-Centered Design@KP, staff report the following benefits: Greater customer engagement, more innovative solutions, solutions that meet customer needs better, and avoiding working on the wrong problem.
Discussion: Human-Centered Design @ KP is spreading across the organization as a way to navigate a complex health care future together with our members and to tackle new challenges. It is an approach that is applicable to any role at KP. Learn how to leverage it for your team.

Abstracts from the Kaiser Permanente 2018 National Quality Conference

Quality improvement (QI) activities are essential to create a learning health care system. Publishing QI activities has great value, encourages greater rigor, and helps facilitate greater willingness to share improvement opportunities.

X Project: Getting Grounded—How Project Chamai Is Poised to Serve Emotional Wellness Needs of Kaiser Permanente Members
Trina Histon, PhD; W Scott Heisler, RN, MBA; Herbert Ozer, LCSW; Paul Castaldo, LCSW

Depression Care Management—an Evidence-Based, Collaborative Care Approach to Treating Depression in a Primary Care Setting
Alisa Aunskul, MSHCM; Daniel Hackett, MD; Karen Coleman, PhD; Mark Dreskin, MD

Moving Upstream: Three Regions’ Approaches for Addressing Social Determinants and Needs to Improve Health Outcomes
Nicole Friedman, MS; Irene Alvarez-Zamzow, MPH; Adam Sharp, MD, MS; Ranu Pandey, MHA

The Community Action Poverty Simulation: A Powerful, Interactive Experience, Moving People to Make a Difference
Anna Khachikyan

The E-SCOPE Initiative: A Strategic Approach to Identify and Accelerate Implementation of Evidence-Based Best Practices
Joel Whittaker, MPH; Joanne Schottinger, MD; Michael H Kanter, MD; Marguerite Koster, LMFT, MA

Continuing Care Quality Management: Right Care, Right Time, Right Place Applied to Skilled Nursing Facility Care
Peter Khang, MD; Jennifer Cortez; Christine Jordan; Artem Aghourian

Changing Regional Surgical Practice to Improve Quality and Efficiency of Care
Charles Meltzer, MD

Sepsis Showdown: A Unified, Interregional Approach to Sepsis Diagnosis and Treatment
Cara Steinkeler, MD; Kenneth Robinson, MD

Preventing Unrecognized Deterioration and Honoring Patients’ Goals of Care by Embedding an Automated Early-Warning System in Hospital Workflows
Brian Dummett, MD; Shirley Paulson, RN, DNP; Elizabeth Scruth, RN, PhD; Julia Green, MPH; Theresa Villorente, MSN, RN; Liesel Buchner, RN, CCRN-K, CNML; Tamar Fendel, MPH; Vivian Reyes, MD; Gabriel J Escobar, MD

Using Lean Management to Drive Improvement at East Denver Medical Office
Kristin Banks, DrPH, MPH; Tom Kazutomi, MA, NRP; Mehul Gandhi, MD, MBA; Hanah Polotsky, MD, MBOE

Spreading the News: Prevention of Hospital-Acquired Pneumonia is Possible
Cristine Lacerna, RN, MPH, CIC; David Witt, MD, FIDSA; Lawrence Block, Quality Oversight Support; Donna Patey, RN, CNS, WOCN

Same-Day Bilateral Cataract Surgery: Providing More Value to Members and to Kaiser Permanente
Robin Cisneros; Neal Shorstein, MD; Alan Moreno

The Impact of Improving Access to Primary Care
David Glass, PhD; Michael H Kanter, MD; Paul Minardi, MD

Spreading and Scaling Kaiser Permanente’s Primary Care Plus: An Interdisciplinary, Person-Centered Primary Care Model
Tracy Ellen Lippard, MD; Sara Armijo; Amy Wolf, MD; Linda Donner, MHA

Imaging to Treatment: Leveraging Technology to Redesign Care for the Pulmonary Nodule Pathway
Ashish Patel, MD; Daniel Navarro, MD; Michael Rizzo, MD; Steven Levine, MD; Todd Osinski, MD

Bringing Hospital Care into the Home: Designing for Spread of AMCAH and SY@H
Bruce Cohn, MD; David Wong, MD; Zeth Ajemian, MA

National Total Joint Replacement Initiative: A Case Study for Accelerated Systemwide Spread and Learning
Jeff Convissar, MD; Kate Koplan, MD; Ronald Navarro, MD; Violeta Rabrenovich, MHA, CHIE

Care Without Delay
Serge Teplitsky, RN; Vivian Reyes, MD; Jennifer Misajet, RN; Catherine Winarsky, MPH, BSc (Pharm)

Optimal ESRD Starts: Moving Upstream Chronic Kidney Disease to Prevent or Delay End-Stage Renal Disease with Predictive Analytics
Sophie Taylor, RN; Alvina Sundang; Leonid Pravoverov, MD; Karen Ching, MD

Committee for Improvement of Performance Through People: Strengthening Influence Over Work and Engagement in Primary Care Clinical Pharmacy
Beverly Kroner, PharmD; Alex Block, PharmD

Deprescribing: A Graduation in Medicine
Christopher C Change, PharmD, BCGP, PMP; Lynn Deguzman, PharmD, BCGP; Maisha Draves, MD, MPH

Pharmacy and Care Management Collaboration to Improve Health Outcomes through Medication Reconciliation Program Expansion
Bryan Davis, PharmD

“There’s No Place Like Home”: Creating a Safe, Individualized, Transitional Care Pathway After a Skilled Nursing Facility Stay
Yvonne Rice, PharmD; Hannah Austin, MBA; Preston Peterson, MD

Collaborative Protocols between Physicians and Pharmacy Groups to Facilitate Opioid Reduction in the Napa-Solano Service Area
Jeff Chen, PharmD; Diparshi Mukherjee, DO

Improving Performance on Medicare Stars Medication Adherence Measures through Predictive Analytics
Heather Qian, MBA; Lynn Deguzman, PharmD, BDGP; Scott Jacobs; Kevin Chiang, PharmD; Chris Chang, PharmD, BCGP, PMP

A Successful Multimodal Initiative to Increase Access to Long-Acting Reversible Contraception Among Adolescents
Sharisse Arnold-Rehring, MD, FAAP; Jennifer Seidel, MD

Patient Partners Redesign kp.org Personal Action Plans
Hyewon Jun, MD, MPH; Gordon Ching, MBA; Julia Gregory, RN, BSN

Nothing About Patients Without Patients: Strategically Partnering with Leadership for Patient-Centered Outcomes
Linda Fahey, RN, NP, MSN; Kerry Litman, MD; Susie Becken; Barbara Lewis; Diana Palma, MHA

Human-Centered Design @ KP: Building Organizational Capacity in Innovation and Patient Engagement
Loulia Kachirskaia, PhD; Jeff Hall; Jonathan Bullock

Engaging with Members to Develop a Person-Centered Transgender Care Program
Felipe Dest, MHA; Erica Metz, MD; James Kelleher, RN; Stephanie Detlefsen, MD; Erin Waters

Putting the Patient First—Shared Decision Making at Kaiser Permanente
Andrew Felcher, MD; Matt Handley, MD

Improving the Culture of Safety: Workplace Safety Unit-Based Teams Interventions that Work
Barbara Zelinski, MBA; Leslie Pole, MA; Samantha Imada, MA

Leading Inclusively—Utilizing KP’s Seven Inclusive Attributes to Build Trust and Increase Engagement and Team Productivity
Susan Terrill; Laura Long, MBA

How Our Unique Multidisciplinary Care Model Leads to Superior Outcomes for Cardiac Surgery Patients
Yong Shin, MD; Brian Timm, PA-C; William Shely, MD; Thomas Lampros, MD; David Tse, MD; Josh Andrew, PA-C; Julie Faulk, PA-C; Piotr Starosta, PA-C; Victoria Brownlow, PA-C

May The Schwartz Be With You: Fostering Ethical Care Environments through Schwartz Rounds—A Live Demonstration
Paula Goodman-Crews, LCSW; Deborah Kasman, MA, MD; Felicia Cohn, PhD

Nurse-Led Strategies to Improve In-Hospital Code Blue Survival Rates
Rebecca Campbell, RN, CCRN; Patrice Chatterton, RNC, CPHQ; Christopher Cox, RN, CEN, CCRN; Anna Sandgren, RN

Workplace Violence Prevention
Robert Durand, CPP, CHEP, HEM, CHSS; Jeff Kostos, CSP

Pain Rounds: Implementing an Interdisciplinary Team-Based Approach to Pain Management for Inpatient Rehabilitation
Brian Theodore, PhD; Ryan Doan, MD

Optimizing Specialty Palliative Care: Five Key Strategic Initiatives
Dana Benton, RN, MS, CNS; Melissa Stern, MBA

Northern California Medi-Cal Onboarding: Upstream Engagement
Sarita Mohanty, MD; Bryan K Lee, MD; Molly Drebes, MS; Irene Alvarez-Zamzow, MPH

Embrace New Culture in Postacute Care: Shaking up the Status Quo
David Wong, MD; Karen Sirski-Martin, RN, MSN, CCRN, HACP; Cora Bailey, RN, MSN, PHN, CLNC

Effective Rounding for Quality and Safety
Maggie Robbins, MPH; Lizabeth Taghavi

Pursuing Health Equity: Our Journey to Improve Diabetes Control With Our Hispanic/Latino Population at Kaiser Permanente in Indio, California
Frank Flowers, MD; Jose Fernandez, MD; Robert Blair, MPH; Patrick Calasan, BSN RN MHA

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