STATIT Vision Essentials by Kaiser Permanente October 2012
STATIT Vision Essentials by Kaiser Permanente October, 2012 All results are from STATIT 10 -18 -2012
Service Forum 2012 Think Different
The Droids are coming!
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 Member Engagement 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
i. VE Learn i. VELearn e b m e v 2 1 0 2 r S o N s t r ta
POE RESULTS AUGUST 2012 POE GOAL 90% Results El Cajon Clairemont Mesa 92. 73 Vista 95. 56 La. Mesa 96. 11 Vandever 96. 9 Otay Mesa 98. 66 Bonita 99. 05 Carlsbad 91. 82 Escondido 81. 52 San Diego 94. 88 95. 1 Current POE San Diego County 94. 88% 120 August 2012 SD Overall POE 100 81. 52 80 El Cajon Clairemont. Mesa Vista La. Mesa 60 Vandever Otay Mesa Bonita 40 Carlsbad Escondido 20 0 Results
Optometry Current Last Minute Sick Calls 9/30/2012 Sick call with less than 24 hours notice Annualized Days include any "call off" except for Life balance Days FTE = 40 hour week SKL and BKL are codes used to document Last Minute Sick Call with less than 24 hours notice Formula used: SKL + BKL / Worked FTE's /8 X 27 Goal + Maximum target < 3. 00 days per FTE Maximum target = < 3. 0 days This means if everyone uses less than 3. 0 days or less of last minute sick call per year we will achieve our goal! ATTENDANCE Last Minute Sick Annualized (PSP) Current Period ATTENDANCE/LA Cobined Hours ST MINUTE PSP Target <3. 00 Coded Annually Combined FTE Last Minute Sick Optometry Regular Bonita >3. 0 78 5. 14 15. 17 Optometry Regular La Mesa <3. 0 0 15. 2 0 Optometry Regular Otay Mesa <3. 0 0 5. 67 0 Optometry Regular. Vandever <3. 0 0 6. 53 0 Optometry Regular Clairemont Mesa <3. 0 0 6. 36 0 Optometry Regular Vista <3. 0 0 2. 53 0 Optometry Regular Escondido <3. 0 0 4. 16 0 Optometry Regular El Cajon <3. 0 0 1. 98 0 Optometry Regular Carlsbad >3. 0 26 2. 33 0 Optometry PM Vision Services La Mesa <3. 0 0 0. 8 0
Optical Dispensing Current Last Minute Sick Calls 9/30/2012 ATTENDANCE/LAST MINUTE PSP Target <3. 00 Cobined Hours Coded Annually Combined FTE Optical Disp Otay Mesa >3. 0 26 3. 9 6. 6 Optical Disp Bonita >3. 0 26 3. 92 6. 64 Optical Disp Clairemont Mesa >3. 0 26 4. 3 6. 04 Optical Disp Vandever < 3. 0 26 10. 8 2. 41 Optical Disp Vista < 3. 0 0 2. 37 0 Optical Disp Carlsbad <3. 0 0 2. 33 0 Optical Disp Escondido < 3. 0 0 4. 16 0 Optical Disp La Mesa <3. 0 26 13. 91 1. 87 Last Minute Sick
Capture Rate Monthly September Department Capture Rate July Capture Rate August Capture Rate September Otay Mesa 47. 1 54. 1 55. 5 Bonita 44. 6 48. 3 56. 4 Vista 49 45. 1 42. 1 Clairemont Mesa 57. 5 61 46. 5 La Mesa 62. 8 56. 5() 55% Vandever 54. 6 65. 9 50. 4 Escondido 57. 5 67. 2 55. 8 Carlsbad 58. 0 62. 2 San Diego YTD Capture Rate 52. 7%
20 Out Patient Care Experience Outpatient Care Experience August Sept Appointment Access 9. 05 8. 8 ASQ Phone message response 82. 8% 82. 4 ASQ Overall Satisfaction with Visit 9. 5 9. 4 ASQ Nurse/Assistant Composite(PSP) current 84. 62% 79. 88 ASQ Nurse/Assistant Composite(PSP) ytd 88. 99% 88. 21 ASQ Receptionist Composite(PSP) current 94. 0% 93. 53 ASQ Receptionist Composite (PSP) 91. 12 ytd 91. 34 Telephone Service Factor 90. 14 Oct August Nov Dec
Unit Based Teams July August Sept Target 2 nd Pair Sales Monthly 16. 2 16. 1% 15. 2 20% Capture Rate Monthly 55. 2 57. 7% 52. 7 55% Capture YTD 50. 7 51. 6 51. 7 55% Contact Lens Average Sales monthly 137. 62 $131. 48 130. 99 $142. 14 Contact Lens Average Sales YTD 136. 83* $135. 51 135. 03 $142. 14 Contact Lens Revenue monthly $91, 518* $86, 910 80, 688 $83, 118 Eyeglass Average Sale monthly $190 $189 188 $179 Eyeglass Average Sale YTD $193 $192 $179 Eyeglass Revenue Monthly $606, 779 $622, 811 $516, 428 $521, 376 Redo Rate Monthly 9. 8 10. 5% 10. 5 12% Redo Rate YTD 11. 3 11. 2% 11. 1 12%
North County Makeover Capture Rate Test of Change Begins in August with new lab coats for all N. County opticians.
Redo Rate Reduction Test of Change Clinic Sept. Redo Current Redo Goal Vandever 14. 4 9. 0 12. 0 Clairemont Mesa 11. 5 7. 9 12. 0 Otay Mesa 4. 4 5. 2 12. 0 La Mesa 9. 2 6. 0 12. 0 Bonita 9. 1 4. 3 12. 0 Escondido 10. 3 6. 5 12. 0 Carlsbad 14. 0 12. 9 12. 0 Vista 9. 8 7. 7 12. 0 7. 1 12. 0 San Diego County 10. 5
North County Lab Coats Test of Change Capture Rate Average Sale Service Level Benchmark Target Capture Average Sale 52. 6 $198. 33 54. 6 $202 Stretch 56. 6 $205
Test of Change N. County Capture Rate 2011 -2012 Escondido January February March April May June July August September October November December 2011 63. 9 63. 4 69. 9 63. 3 58. 9 60 54. 8 52. 7 55. 8 50. 4 59. 2 60. 11 Capture Rate 59. 36 Benchmark 52. 6% 2012 Vista 64 January 52. 8 February 51. 3 March 50. 8 April 61. 9 May 51. 8 June 57. 5 July 67. 2 August 55. 8 September October November December 57 Target 54. 6% 2011 45. 3 57. 2 53. 1 44. 2 39. 8 46. 7 47. 1 37. 5 38. 6 49. 3 44. 8 52. 1 2012 Carlsbad 58. 9 January 42. 4 February 46 March 39. 2 April 42. 4 May 45. 6 June 49 July 45. 1 August 42. 1 September October November December 2011 57. 9 62. 9 57. 1 61. 6 56. 6 68. 2 52. 2 48. 1 46 49. 2 57. 2 60. 3 2012 57. 7 58. 7 50. 9 56. 6 54. 1 59. 3 58 62. 2 46. 3 45. 6 56. 44 57. 74 Stretch 56. 6%
y ar Ju ly Au Se gus t pt em be Oc r to No ber ve m De ber ce m be r ua ry M ar ch Ap ril M ay Ju ne br Fe nu Ja N. County Capture Rate Escondido 70 60 50 40 30 2011 20 2012 10 0 2012 2011
N. County Capture Rate Carlsbad 2011 -2012 Carlsbad Capture Ratd 2011 -2012 70 60 50 40 2011 30 2012 20 10 be m ce De No ve m be r r Oc to be em st Se pt ly Au gu Ju ne Ju ay M Ap ril ch ar M y ua r br Fe Ja nu ar y 0 2012 2011
N. County Average Sale $250 Goal $179 $200 $150 Escondido $100 Carlsbad Vista $50 $0 September October December
N. County OCSS Scores Service Level 1, 2 1 0, 8 Escondido 0, 6 Carlsbad Vista 0, 4 0, 2 0 September October December OCSS Scores not availabe at this time for September
N. County Capture Rate Vista 60 Vista Capture Rate 2011 -2012 50 40 30 2011 20 2012 10 be r Oc to be No r ve m be r De ce m be r Se pt em st ly Au gu Ju ne Ju ay M Ap ril y ch ar M ua r br Fe Ja nu ar y 0 2012 2011
Consistent Practices Jerry Beebe, Optician Clairemont Mesa
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 Website Customer Service Link Use your clinic user name and Password Submit 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.
Escondido VE Department receives Honorary Service Award for 3 rd Quarter
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
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