STATIT VISION ESSENTIALSBY KAISER PERMANENTE

NOVEMBER , 2012

All results are from STATIT 11-12-12

Level 4 UBT Team

Level 4 Operational UBT

Sponsorship Sponsors visibly support team

Leadership Co-leads jointly accountable for performance by sponsors

Training Advanced training- patient safety or improvement

Team Process Co-leads jointly facilitate team meetings using outcome focused agendas with effective meeting skills and decision making

Team MemberEngagement

Unit performance data is discussed

Use of Tools Team has completed three or more testing cycles making robust changes

Goals and Performances

Team has achieved at least one target on a key performance metric

IVE LEARN

I VE

L EA

RN iVE

Learn

Starts N

ovember 5,

2012

GOT VE CERTIFICATION ?

GO TO KPLEARN@KP.ORG

POE RESULTS Sept. 2012

Current POE San Diego County 92.40

POE Goal 90%Sept. Results

Escondido 78.25Vandever 85.89Vista 90.29ElCajon 91.58Carlsbad 94.22Clairemont Mesa 95.82LaMesa 96.01Otay Mesa 97.69Bonita 98.53San Diego 92.4

Esco

ndid

o

Vande

ver

Vista

ElCaj

on

Carlsb

ad

Claire

mon

t ...

LaMes

a

Otay

Mesa

Bonita

San

Diego

0

10

20

30

40

50

60

70

80

90

100

78.25

85.8990.29 91.58

94.22 95.82 96.01 97.69 98.53

92.4

Sept. ResultsSeries2

OPTOMETRYCURRENT LAST MINUTE SICK CALLS 9/30/2012

ATTENDANCE Last Minute Sick Annualized (PSP) Current Period

ATTENDANCE/LAST MINUTE PSP

Target <3.00

Cobined Hours Coded Annually

Combined FTE

Last Minute Sick

Optometry Regular Bonita >3.0 78 5.14 0Optometry Regular La Mesa <3.0 0 15.2 0Optometry Regular Otay Mesa <3.0 0 5.67 0Optometry RegularVandever <3.0 0 6.53 0Optometry Regular Clairemont Mesa <3.0 0 6.36 0

Optometry Regular Vista <3.0 0 2.53 0Optometry Regular Escondido <3.0 0 4.16 0Optometry Regular El Cajon <3.0 0 1.98 0Optometry Regular Carlsbad >3.0 26 2.33 6.89Optometry PM Vision Services La Mesa <3.0 0 0.8 3.78

Sick

call

with

less

than

24 h

ours

not

ice

Annualiz

ed D

ays in

clude

any

"cal

l off" e

xcep

t for

Life

bal

ance

Day

s

FTE

= 40 h

our w

eek

SKL an

d BKL

are

cod

es u

sed to

doc

umen

t Las

t Min

ute S

ick

Call w

ith le

ss th

an 2

4 hou

rs n

otice

Form

ula u

sed:

SKL + B

KL / W

orke

d FTE

's /8

X 2

7

Goal +

Max

imum

targ

et <

3.0

0 day

s per

FTE

Max

imum

targ

et =

< 3

.0 d

ays

This m

eans

if ev

eryo

ne use

s le

ss th

an 3

.0 d

ays or

less

of l

ast m

inute

sick

call

per y

ear w

e will

ach

ieve

our g

oal!

OPTICAL DISPENSINGCURRENT LAST MINUTE SICK CALLS 9/30/2012

ATTENDANCE/LAST MINUTE PSP

Target <3.00

Cobined Hours Coded Annually Combined FTE

Last Minute Sick

Optical Disp Otay Mesa >3.0 0 3.85 0

Optical Disp Bonita >3.0 26 4.74 5.50Optical Disp Clairemont Mesa >3.0 13 5.82 2.23Optical Disp Vandever < 3.0 20.54 10.33 1.99

Optical Disp Vista < 3.0 0 2.97 0Optical Disp Escondido < 3.0 0 4.646 0

Optical Disp La Mesa <3.0 26 15.37 0

CAPTURE RATE MONTHLY OCTOBERDepartment

Capture Rate August

Capture Rate September

Capture RateOctober

Otay Mesa 54.1 55.5 48.8

Bonita 48.3 56.4 43.2

Vista 45.1 42.1 44.3

Clairemont Mesa

61 46.5 55.4

La Mesa 56.5() 55% 52.4

Vandever 65.9 50.4 54.9

Escondido 67.2 55.8 59.8

Carlsbad 62.2 62.2 51.9

San Diego YTD Capture Rate 51.7%

Outpatient Care Experience

August Sept Oct Nov Dec

Appointment Access 9.05 8.8 n/a

ASQ Phone message response

82.8% 82.4 n/a

ASQ Overall Satisfaction with Visit

9.5 9.4 n/a

ASQ Nurse/Assistant Composite(PSP) current

84.62% 79.88 n/a

ASQ Nurse/Assistant Composite(PSP) ytd

88.99% 88.21 n/a

ASQ Receptionist Composite(PSP) current

94.0% 93.53 n/a

ASQ Receptionist Composite (PSP) ytd

91.12 91.34 n/a

Telephone Service Factor 90.14 83.06 August

Out Patient Care Experience

UNIT BASED TEAMS

Unit Based Teams

August Sept Oct Target

2nd Pair Sales Monthly

16.1% 15.2 18.9 20%

Capture Rate Monthly

57.7% 52.7 51.7 55%

Capture YTD 51.6 51.7 51.7 55%

Contact Lens Average Sales monthly

$131.48 130.99 n/a $142.14

Contact Lens Average Sales YTD

$135.51 135.03 n/a $142.14

Contact Lens Revenue monthly

$86,910 80,688 n/a $83,118

Eyeglass Average Sale monthly

$189 188 196.00 $179

Eyeglass Average Sale YTD

$192 192 192.00 $179

Eyeglass Revenue Monthly

$622,811 $516,428 648,257 $521,376

Redo Rate Monthly 10.5% 10.5 7.7 12%

Redo Rate YTD 11.2% 11.1 10.8 12%

Redo Rate Reduction Test of ChangeClinic Sept.

RedoOctober Current

RedoGoal

Vandever 14.4 9.6 10.4 12.0

Clairemont Mesa

11.5 7.0 10.7 12.0

Otay Mesa

4.4 5.0 4.8 12.0

La Mesa 9.2 7.2 9.0 12.0

Bonita 9.1 5.7 10.7 12.0

Escondido 10.3 8.6 14.0 12.0

Carlsbad 14.0 9.9 5.4 12.0

Vista 9.8 9.0 7.8 12.0

San Diego County

10.5 7.7 9.5 12.0

NORTH COUNTY MAKEOVER

Capture Rate Test of Change Begins in September with new lab coats for all N. County opticians.

NORTH COUNTY LAB COATS TEST OF CHANGE

Capture RateAverage SaleCapture 52.6 54.6

56.6Average Sale $198.33 $ 202

$205

Benchmark Target Stretch

TEST OF CHANGE N. COUNTYCAPTURE RATE 2011-2012

Escondido 2011 2012Vista 2011 2012Carlsbad 2011 2012January 63.9 64January 45.3 58.9January 57.9 57.7February 63.4 52.8February 57.2 42.4February 62.9 58.7March 69.9 51.3March 53.1 46March 57.1 50.9April 63.3 50.8April 44.2 39.2April 61.6 56.6May 58.9 61.9May 39.8 42.4May 56.6 54.1June 60 51.8June 46.7 45.6June 68.2 59.3July 54.8 57.5July 47.1 49July 52.2 58August 52.7 67.2August 37.5 45.1August 48.1 62.2

September 55.8 55.8September 38.6 42.1

September 46 62.2

October 50.4  59.8October 49.3 44.3 October 49.2  51.9November 59.2  November 44.8  November 57.2 December 60.11  December 52.1  December 60.3            Capture Rate 59.36 57  46.3 45.6  56.44 57.74Benchmark Target Stretch

52.6% 54.6% 56.6%

N. COUNTY CAPTURE RATEESCONDIDO 2011--2012

Janu

ary

Febr

uary

March

April

MayJu

neJu

ly

Augus

t

Sept

embe

r

Octob

er

Novem

ber

Decem

ber

0

10

20

30

40

50

60

70

2011

20112012

Escondido Capture Rate

VISTA CAPTURE RATE 2011-2012

Janu

ary

Febr

uary

March

April

MayJu

neJu

ly

Augus

t

Sept

embe

r

Octob

er

Novem

ber

Decem

ber

0

10

20

30

40

50

60

2011

20112012

Vista Capture Rate

N. COUNTY CAPTURE RATECARLSBAD 2011-2012

Janu

ary

Febr

uary

March

April

MayJu

neJu

ly

Augus

t

Sept

embe

r

Octob

er

Novem

ber

Decem

ber

0

10

20

30

40

50

60

70

2011

20112012

Carlsbad Captue Rate

NORTH COUNTY AVERAGE SALE

September October December$0

$50

$100

$150

$200

$250

EscondidoCarlsbadVista

Goal $179

Average Sale September October December

Escondido $198 $210  

Carlsbad $217.00 $212  

Vista $162.00 $188  

CONSISTE

NT PR

ACTICES

J ER

RY

BE

EB

E, O

PT

I CI A

N

CL

AI R

EM

ON

T M

ES

A

LAB SERVICES

Vision Essentials Website Current Reports

Daily

Lab

Customer Service

Reports to help you find

sds and opr order status

CUSTOMER SERVICE WEBSITE

Vision Essentials WebsiteCustomer Service LinkUse your clinic user name and PasswordSubmit your request

Copy and Paste request in member’s memo

document on member’s envelope the

service request number or print a copy

And keep as a reminder.Close your request once the issue has been resolved.

EXPRESS ORDER UPDATE

Call Customer Service at 8-336-5524

For Express Service Choose option 7 to get information on

frame and lens availability before

starting an express order

READY SET GO!

 

iVE Learn

Phase One begins November 5th, 2012 start your journey today! Log in to KP Learn by logging in to myhr.. (go to insidekp.kp.org/myhr. Sign in and then go to KP and ME tab. Clicking on this tab will give you a new page. Look under Career and Development you will find KPLEARN. Once again you are asked to sign in to KPLEARN, This is the gateway to iVE Learn Modules. Type in the search box: iVE learn.For starters everyone should begin with the 25 pre-test questions. This is a way to find out how well you are at remembering the optical basics. A score of 80% is passing and whether you score 80% or less this is just a benchmark. As you begin studying the modules

TEST OF CHANGE PROPROSAL

Engagement Letter

Opportunity Statement

Southern California Kaiser Permanente Region has developed a training program for all Vision Essentials opticians. It is a voluntary program designed to refresh the opticians’ knowledge of industry specific skills and practices as well as raise his/her confidence knowing that they are proficient in the latest optical information. (The VE Certification Process will be more comprehensive than the ABO National Exam. ) The iVE Learn Program is voluntary but is strongly recommended that all opticians participate. This is a time sensitive test of change.

PROPOSAL

Through the re-allocation of Kaiser resources thru December 31, 2012 the following labor and management will attempt to get as many opticians to participate and complete the first phase (approximate 21 modules in 5 weeks) of the certification as possible. By increasing the opticians’ hours in their work week this should enable the opticians to finish the didactic portion known as phase one.

BUSINESS VALUE The VE Certification Process: will enhance the optician’s skill level from practical

hands- on service to our members to providing the best lens and material designs recommendations for our members adding value to their purchase improving upon average sales or multiple sales and promo sales

should help deliver the members product in a less costly manner by preventing fewer redos and more timely manner improving members’ satisfaction.

will increase their problem solving skills at the dispensary desk and not in the doctor’s chair saving member time and VE chair time.

will increase the skills and knowledge our opticians will give them the proficiency to do their work without interruption or waiting for “the one” optician who knows it all improving member satisfaction

EXPECTED OUTCOMES/DELIVERABLES

In a recent survey there were 40 opticians in San Diego

who have been offered more hours thru Dec. 31, 2012.

Approximately 27 optician have responded yes to more hours.

There are currently 84 modules completed out of 858 (no of dispenser X number of modules) to go if everyone participates.

Success MeasuresBenchmark 67% have said yes to more

hours(27)Target 75% (30opticians)Stretch 80% (32 opticians)