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The Fly Wheel

The Fly Wheel. Prescriptive To Do’s. Results Tied to Each Pillar. Pillar Results. Principles. Purpose Worthwhile Work and Making A Difference. ‘ QUEST to be the Best’ Balanced Scorecard goals: Q uality U tilization E xpansion S ervice T eamwork. Passion.

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The Fly Wheel

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  1. The Fly Wheel • Prescriptive To Do’s • Results Tied to Each Pillar Pillar Results Principles Purpose Worthwhile Work and Making A Difference • ‘QUEST to be the Best’ Balanced Scorecard goals: • Quality • Utilization • Expansion • Service • Teamwork Passion • Self Motivated Page 26 ‘Hardwiring Excellence’ by Quint Studer

  2. What does Kaiser Permanente – Southern California Orange County measure? • Performance: • Goals tied to each level with reward and recognition • Obtained from National/Regional/Orange County QUEST goals • Tracking examples: • Flash Reports • Employee Goals • Many data sources – external and internal to KP

  3. Kaiser Permanente – Orange CountyMaternal Child Health Service Line- ‘Flash Report’

  4. Kaiser Permanente – Orange CountyMaternal Child Health Service Line- ‘Flash Report’ – CONT.

  5. Employee Pay for Performance Goals 3

  6. Ambulatory Results – Receptionist Courtesy 2009-2010

  7. Ambulatory Results – RN/Assistant Courtesy 2009-2010

  8. Care Experience Selected Results Orange County • Ambulatory e.g. - improvements • Receptionist Courtesy • Message turnaround • Nurse/Assistant Courtesy • KP.org use • Average Days Wait • Physician care experience • Inpatient e.g. improvements • Rate Care- 1 hospital top rating in 2010 – 90th percentile nationally

  9. Teamwork/Employees Voted 2010 “Best Places to Work” in Orange County – Orange County Register 2010 Employee Survey: Orange County meets/exceeds Best In Class benchmark* in 23 out of 36 areas 95% response rate * Towers Watson HealthCare Norms Database Membership and Financial Continuous sustained membership growth in last 5 years Highest growth in KP nationally in 2010, despite recession. Other Selected Results Orange County - continued

  10. Survey of comparative health plans 2009-2010: Statistically significant improvements in members’ evaluation of KP in 26 out of 37 areas surveyed Health Plans Among Nation’s Best in ‘NCQA’s Health Insurance Plan Rankings 2010-2011 – ‘Private’ Ranked Among Top Health Insurance Companies – by research firm ‘Harris Interactive’ High Marks in 2010 from J.D. Powers & Associates Study – highest in customer satisfaction in 4 regions, including California #1 in nation for overall hypertension control in Medicare population <140/90 Quality Care Receives NCQA’s highest ranking for California Medicare Plans 6 hospitals named 2010 Leapfrog Top Hospitals Kaiser Permanente physicians win top performer awards from IHA Physicians Receive National Recognition for Excellence in Heart/Stroke Care Highest Marks on California’s Annual Clinical Quality Report – 8 out of 8 Stars - California Office of the Patient Advocate Southern California Selected Results

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