1. California HealthCare Foundation – Patient Experience in Ambulatory Care Why Should it be a Top Strategic Priority? Karen Tejcka, Service Line Administrator

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

4. 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

5. Kaiser Permanente – Orange County Maternal Child Health Service Line- ‘Flash Report’

6. Kaiser Permanente – Orange County Maternal Child Health Service Line- ‘Flash Report’ – CONT.

7. 3 Employee Pay for Performance Goals

8. Ambulatory Results – Receptionist Courtesy 2009-2010

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

10. 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 – 90 th percentile nationally

11. Other Selected Results Orange County - continued 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.

12. Southern California Selected Results 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