• Taking “voice of the customer” training, which advocates direct input from clients to improve a process or service
• Shadowing nurses to better understand their perspective and identify the root causes of complaints about late or missing medication
• Starting the morning shift 30 minutes earlier to ensure timely delivery of medications

What can your team do to listen to the voice of your customers? Especially if those customers are fellow employees in a different department? 

• Partnering with Pharmacy Analytics to identify and remove outdated drugs from the shelf
• Engaging team members to “own” a section of the pharmacy and monitor expired or slow-moving medications

What can your team do to better manage your inventory? What else could you do to save money and keep KP affordable for members and patients?

• Identifying asthmatic patients, who haven’t processed refills
• Contacting in groups of five each week until every patient has been reached
• Communicating the benefits of inhaled corticosteroids

What can your team do to proactively reach out to patients to help them manage their chronic conditions? 

• Monitoring incoming same-day prescriptions and moving them ahead of the line to be processed immediately
• Using clear bags for same-day prescriptions, instead of standard white bags, so those orders stand out for pharmacy technicians
• Encouraging patients to refill their prescriptions through mail-order to reduce the load on in-house pharmacists

What can your team do to be innovative problem solvers? What else could your team do to increase patient satisfaction?

• Implementing a quiet zone to allow staff to better concentrate
• Shifting work schedules so more staff are available during peak hours
• Communicating one on one with pharmacy staff about changes being made and why, and what data show

What can your team do to effectively respond to workflow and target changes? What else could your team do to meet targeted goals?