• Reviewing upcoming ultrasound appointments to schedule reminder calls
• Dividing call duties among different assigned staffers to ensure privacy
• Calling a day in advance of appointments to discuss patient instructions

What can your team do to reach out to patients? And how could your team work with other teams to improve service? 

• Discussing the problem and identifying the process to establish a chain of custody
• Creating a procedural map, highlighted with photos and standardized tasks
• Distributing laminated copies to appropriate areas of lab

What can your team do to analyze and improve your workflow? 

• Reporting weekly on staff engagement with patients
• Training and peer-to-peer coaching of staff
• Educating physicians on awareness

What can your team do to leverage KP's unique tools for prevention to keep patients healthy? 

• Sharing scheduling data with collaborative departments
• Setting boundaries to respect the other department’s needs and processes, like avoiding late-day appointments
• Writing it down and gettng consensus so everyone can follow the procedure

What can your team do to work collaboratively with a sister department to improve the patient experience? 

• Measuring level of staff engagement with patients and successful screenings
• Coaching and peer-to-peer training of staff
• Building physician awareness and education

What can your team do to increase staff and patient engagement? What type of coaching does your team need to be succesful? 

• Printing out registration slips with questions regarding smoking, so smokers can identify themselves up front
• Attaching the registration slips to clipboards, so when patients hand the materials to the genetics counselors, the counselors can provide smoking cessation information

What can your team do to help members know what type of programs are available to them? 

• Studying what other labs were doing and researching the latest technology
• Collaborating on the purchase of new equipment and gaining support to fast-track the installation
• Cross-training staff on use of new equipment and departmental processes

What can your team do to be more collaborative with departments you frequently work with? What else could your team do to cross-train staff?

• Designating and training a HealthConnect super-user on the team
• Coaching and mentoring all team members on using the prompts in HealthConnect to urge patients to agree to sceenings and book appointments
• Tracking how often staff members remind patients to get screenings

What can your team do to ensure that members and patients get their necessary screenings? What else could your team do to coach and mentor HeatlthConnect super-users?