Human-Centered Design at Kaiser Permanente: A Creative Approach to Problem Solving



 

Jeff Hall; Connor Shea; Estee Neuwirth, PhD

https://doi.org/10.7812/TPP/19-039-28

Abstracts from the Kaiser Permanente 2019 National Quality Conference

From Program Office

Background: Human-centered design (HCD) has been identified as a key strategic capability across multiple industries. Member and customer experience are crucial to the success of transforming organizations. HCD at Kaiser Permanente (KP [HCD@KP]), in particular, is important in health care where the member voice is critical to delivering relevant and high-quality outcomes. HCD@KP is an internal effort to equip employees with best-in-class skills that empower them to deliver on KP’s mission to provide high-quality, affordable, health care experiences for our members.
Methods: HCD@KP is for all employees of KP with a particular focus on quality. The program customizes and spreads the HCD and codesign processes within KP’s unique cultural environment and the health care industry.
Results: As of 2018, HCD@KP programs have reached more than 5000 KP employees. The 2017 HCD@KP advanced program scored a 9.3/10 average satisfaction rating from participants from across KP in the program that included clinicians, staff, and program administrators. In the same survey, 100% of the 26 newly trained HCD@KP practitioners reported that they felt they could get better customer engagement with HCD@KP and that learning HCD tools and methods was instrumental in improving work outcomes. Eighty-eight percent also felt that they were able to produce solutions that were more innovative; 85% felt that using HCD will enable solutions that better meet customer needs. HCD@KP capability building programs are continuing to be in high demand across KP, reflecting the rapid spread HCD@KP application of processes, mindsets, and methods to deliver innovative customer-centered outcomes across KP regionally and nationally.
Discussion: Truly delivering person-centered care involves engaging with members and end-users such as clinicians and staff at every stage of our work. To deliver on person-centered care, individuals and teams within KP must be supported with best-in-class mindsets, methods, and tools. HCD@KP’s robust framework and proven ability to bring member and customer experience into projects ensures that practitioners and members are alongside KP employees building solutions that are truly relevant to their needs. HCD@KP represents 1 core initiative working in partnership with other groups within KP to put the member and customer at the center of everything we do.

Abstracts from the Kaiser Permanente 2019 National Quality Conference


 

Promising Methods for Improving Quality Through the Faster Spread of Best Practices

Abstracts2019TableThese abstracts reflect the critical importance of a forum for presenting promising quality efforts. Meetings focused on quality improvement, such as those hosted by the Institute for Healthcare Improvement, the American Medical Group Association, and many other organizations, represent a relatively small percentage of all scientific medical meetings. The publication of abstracts from a dedicated quality event such as the Kaiser Permanente National Quality Conference allows those inside and outside of Kaiser Permanente to learn about new and potentially unfamiliar practices that could improve care.

BEHAVIORAL HEALTH

The Impact of an Innovative Patient-Practitioner Therapeutic Community on the Management of Chronic Pain
Karen Peters, PhD; Barbara Gawehn, RN, LAc

Zero Suicide Implementation
Jacqueline Ryan, MPH; Pavan Somusetty, MD; Han Liang, MD; Eli Pahl, LCSW, CADC III;

Implementation and Dissemination of Cognitive Behavioral Therapy for Depression in Kaiser Permanente Hawaii: Impact and Lessons Learned
Bradley E Karlin, PhD, ABPP; Gregory K Brown, PhD; Shari Jager-Hyman, PhD; Kelly L Green, PhD; Michi Wong, PhD; Diane S Lee, LCSW, CSAC; Andrew Bertagnolli, PhD; Thekla Brumder Ross, PsyD

Lessons from Implementation of Behavioral Health Integration in Kaiser Permanente Washington
Rebecca Parrish, MSW; Ryan M Caldeiro, MD; Amy Lee, MPH

WELL BEING

100,000 Quitters and Counting—Striving for a Tobacco-Free Generation
Renee Fogelberg, MD; Mariko Muzzio, MPH; Annida Brunato; Karin Dove, MPH; Debora Sawyer, MD; Christopher Lee, MHSA

The POWER Journey of a Mid-Atlantic Permanente Medical Group Physician (Pursuit of Wellness, Engagement, and Resilience through Social Support)
Susan Leggett-Johnson, MD, MBA; Gene Gincherman, MD; Mary Zmuda, MPH

Malama Ola—Taking Care of Your Well-Being
Sharin Sakurai Burton, MD, PhD; Casey Akana, RN; Sandra Tompkins, RN; Kristy Yoshikawa; Julia Gregory, RN; Hyewon Jun, MD; Mae Lynne Swoboda, MPH; Courtney Farris, MA, MINTee; John Banagan, MPH, CHES; Eric Kamimura, DPT; Steve Nakata, COTA, MBA; Derek Chee, DPT; Quyen Nguyen, PhD; Jennifer Davis, RD; Kimberly Oshita, RD; Merle Miura-Akamine, MD; Kaipo Pau, MD; John Sheehan, MD

Increasing Team Safety and Response to the Threatening Member
Bradley Christie, PhD; Laura Ketterman, HEM

CARE MANAGEMENT

Continuing Care Quality Management: Practice, Performance, Proof
Peter Khang, MD, MPH, FAAFP; Jennifer Cortez; Christine Jordan, LCSW; Artem Aghourian, MBA

The Hepatitis C Care Cascade: Increasing Comprehensive Screening and Diagnosis
M Cabell Jonas, PhD; Michael Horberg, MD; Jacquelyn Redd, MD; Dana Sloane, MD; Eric Wollins, MD; Carla Rodriguez, PhD; Bernadette Loftus, MD

Measuring Diagnostic Error: A Review of Patient Complaints
Michael H Kanter, MD; Lawrence D Lurvey, MD; Kerry C Litman, MD; Ronald K Loo, MD; William Strull, MD; Mimi Hugh, MPH, MA; Maverick Au

No Place Like Home: Surgical Home Recovery
Michele Knox, MD; Wendy Rabinov, MD; Michael Nwynn, MD; Ashima Garg, MD, PhD; James Chang, MD; Claire Spanbock, MBA, RN, CNOR; Edgar Servais; Bijal Shah, MHSA; Tamar Fendel, MPH; Annie Davis, MPH; Joeffrey Hatton, MBA

Mid-Atlantic States Chronic Heart Failure Program
Farzaneh Sabi, MD; Machelle Behzadi, MHA; Betty Rice; Jessica Kane; Blair Van-Horn

Patient-Centered Management for Chronic Disease—A Model Applied to Parkinson Disease Care in Southern California
Jason Cheves, MSBA; Steve Cedrone, MBA; Todd Sachs, MD; Kathy Kigerl, RN, MN

Coordinated Regionwide Care Management Intervention for Patient with Chronic Obstructive Pulmonary Disease at Risk of Acute Exacerbation Reduces Hospital Days
Richard Mularski, MD, MSHS, MCR; Sanja Uskokovic, MS, PMP; David M Mosen, PhD; Bryan L Skalberg, MS; Achikam Haim, PhD; Marianne C Turley, PhD; Nancy L Lee, RPh; Wui-Leong Koh, MD

Decreasing Sleepless Nights for Patients and Practitioners by Fast Tracking Patients with Diagnostic Images Highly Suspicious for Cancer
Rischl Alindogan, BSN; Brian Doerning, MD; Robert Lin, MD; Jamie Difiori, MD; Harold Chow, MD; James Carter, RPA; Cynthia Payne, PhD

Combining Minimally Invasive Thoracic Surgery Techniques and a Multidisciplinary Care Model Leads to Superior Outcomes
Brian Timm, PA-C; Christopher Mutrie, MD; Piotr Starosta, PA-C; Julie Faulk, PA-C; German Collazo, PA-C; Yong Shin, MD; William Shely, MD; Thomas Lampros, MD; David Tse, MD

Patient-Centered Redesign of Total Joint Replacement Care: Achieving the Quadruple Aim
Kate Koplan MD, MPH, FACP, CPPS; Violeta Rabrenovich, MHA, CHIE

HIV/AIDS: A 30-Year History of Care Delivery
Patricia L Philbin, RN; Karen Lewis Smith, MHA; Susan McDonald, RN, MSN; Kathy Brown MD, FACP, AAHIVS; Dan Kent, PharmD

Enhancing Dispositions from the Emergency Department—the Northern California Journey to Care for Increasingly Complex Populations
Rayne Soriano PhD, RN; Vivian Reyes, MD; Jo-Ann Griffin, RN

Mid-Atlantic States Hospital Patient Day Rate Reduction
Farzaneh Sabi, MD; Pam Galley, MAOL; Claire Pagano, MHA; Blair Van-Horn

Preventing “Silent Droppers”: Standardizing Interventions to Prevent Lung Function Decline in Patients with Cystic Fibrosis
Jennifer Bass, MD; Adrienne Aldredge, MS; Ashley Addington; Richard Cohen, MD; Megan Danish; Susan Mikkelsen, MD; Kay Pasquesi; Kimberly Rondeau; Megan Wackford; Eric Walter, MD

EQUITY

Igniting an Inclusive Movement—Utilizing ILEaD (Inclusively Leading Through Equity and Diversity)
Laura Long, MBA; Susan Terrill

Addressing Disparities in Health with Motivational Interviewing
Deborah Baker, PhD; Hyewon Jun, MD, MPH; Dee Keyser; Peggy Latare, MD

The Community Action Poverty Simulation
Lakiesha C Tidwell; Madalynne Wilkes-Grundy, MD; Shari G Chevez, MD; Anna Khachikyan

MEDICATION MANAGEMENT

Reducing Opiate Use in Children and Teens: A Strategic Approach to a National Challenge
Anna Grosz, MD

Impact of Medication Reconciliation Programs on Reducing Readmission Rate and Enhancing Medication Safety During Transitions of Care
Alfonso Becerra, PharmD; Donald Yee, RPh; Karen Cham, PharmD; Sheireen Huang, PharmD; Shubhi Nagrani, PharmD; Adenola Akilo, PharmD; Karina Briones, PharmD; Kelvin Chan, PharmD; Carolyn Woo, PharmD; Chad Friday, RPh

PATIENT ENGAGEMENT

Human-Centered Design at Kaiser Permanente: A Creative Approach to Problem Solving
Jeff Hall; Connor Shea; Estee Neuwirth, PhD

Meeting Members’ Wishes in the Last Year of Life: A Journey Toward Concordance in Southern California
David Glass; PhD Michael Kanter, MD; Paul Minardi, MD; Susan Wang, MD

Using Insights from End-of-Life Care Survey to Drive Improvement of Care at the End of Life
Margaret C Wang, PhD, MPH; Diane Brown, PhD, RN, FNAHQ, FAAN; Peter S Khang, MD; Ruma Kumar, MD

Reducing Preventive Flips to Diagnostic—A Holistic Approach to Improving the Financial Experience for Members
Peter Gazanian; Erin Bilvado, MBA

TOTAL HEALTH

How Healthy Is My Community—Designing a Measurement System for Leaders and Implementers
Pamela M Schwartz, MPH; Elisa Wong, MPH; Allen D Cheadle, PhD; John M Vu, MPH

If You Want to Know How Mrs Smith is Doing, Ask Her! KP’s Improved Medicare Total Health/Social Risk Assessment
Tracy Lippard, MD, FACP; Carole Gardner, MD, AGSF; Matt Stiefel, MPA, MS; Ranu Pandey, MHA; Juliana Oronos, MPH

Bridging Barriers to Care Access and Delivery: The Automation of Nonemergent Transportation in Kaiser Permanente Mid-Atlantic States
Kyle M Heidenberger; Rachel E Hill; Melissa Baldwin, MS, MBA; Jason C McCarthy, PharmD, MBA

Addressing Social Needs: Organizational Learnings and Connecting with Our Communities
Sarita A Mohanty, MD, MPH, MBA; John F Steiner, MD, MPH; Nicole Friedman, MS; Briar Ertz-Berger, MD, MPH

TEAMS

The Kaiser Permanente Northwest Ventricular Assist Device Program
Barbara Amos, RN, MSN, CNS; Timothy Jacobson, MD; Yong Shin, MD; Ryan Morrissey, MD; Siobhan Gray, MD; Pamela Montes, RN, MSN; Allison Lipnick, LCSW

In-Basket Management: Empowering Nurses to be First Responders for Patient Messages, Providing The Right Care at The Right Time
Dones M Trojillo, MSN, RN; Maia M Patel, MD, ScM

The Implementation of High-Reliability Organization Model for the Environmental Services Department at Santa Clara Medical Center
Eric Williams, MHSA; Kari Frank, MS; Marc Smith, MHA

Building A Virtual Nursing Team: Implementation of the Advance Alert Monitor
Laure E Lisk, RN, MS, CPHQ, CPHRM; Elizabeth Scruth, RN, PhD, MPH, CCNS, CCRN, FCCM; Vanessa Martinez, MSN, MPH, RN; Bronwyn Cox, MSN, RN; Kris Wilson, RN, MSN, CPHQ

Improving Quality and Safety Together: Reducing Primary Cesareans Perinatal Core Measure Collaborative
Lyn Yasumura, MD; Cheri Lowre, MD; Leslie Casper, MD; Marianna Volodarskiy, RN, MSN, NE-BC

TECHNOLOGY

Leveraging Technology to Improve Appropriate Imaging Studies: There’s an App for That!
Peter Huynh, MD; Paymann Moin, MD; Michael Flores; Pamela Galvan; Steven Ethington

Using Human-Centered Design to Expand Telehealth Into the Hospital and Continuum
Reema Shah MPH; Estee Neuwirth, PhD; Lan Nguyen; Carissa Lim; George Go, MD; Tamara Hillstrom; Dan Huynh, MD; Margaret Pierce; Colette Lundahl; David Miura; Lisa Arellanes

Home Health Virtual Complexivist Physician Program: Leveraging Increased Scope of Care at a Crucial Time
Alicia Ahn, MD; Sandra Barton, MD; Binitha X Surendran, MBA, MS

Improving Patient Safety Via Information Transparency and Performance-Improvement Infrastructure
Asia Plahar, MS, RN; Kathy Ricossa, MS, RN

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