STATIT VISION ESSENTIALS BY KAISER PERMANENTE NOVEMBER, 2012 All results are from STATIT

Level 4Operational UBT SponsorshipSponsors visibly support team LeadershipCo-leads jointly accountable for performance by sponsors TrainingAdvanced training- patient safety or improvement Team ProcessCo-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 ToolsTeam has completed three or more testing cycles making robust changes Goals and PerformancesTeam has achieved at least one target on a key performance metric

IVE LEARN iVE Learn Starts November 5, 2012 GOT VE CERTIFICATION ? GO TO

POE RESULTS Sept Current POE San Diego County POE Goal 90% Sept. Results Escondido78.25 Vandever85.89 Vista90.29 ElCajon91.58 Carlsbad94.22 Clairemont Mesa95.82 LaMesa96.01 Otay Mesa97.69 Bonita98.53 San Diego92.4

OPTOMETRY CURRENT LAST MINUTE SICK CALLS 9/30/2012 ATTENDANCE Last Minute Sick Annualized (PSP) Current Period ATTENDANCE/LA ST MINUTE PSP Target <3.00 Cobined Hours Coded AnnuallyCombined FTELast Minute Sick Optometry Regular Bonita> Optometry Regular La Mesa< Optometry Regular Otay Mesa< Optometry RegularVandeve r< Optometry Regular Clairemont Mesa< Optometry Regular Vista< Optometry Regular Escondido< Optometry Regular El Cajon< Optometry Regular Carlsbad> Optometry PM Vision Services La Mesa< 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!

OPTICAL DISPENSING CURRENT LAST MINUTE SICK CALLS 9/30/2012 ATTENDANCE/LAST MINUTE PSP Target <3.00 Cobined Hours Coded AnnuallyCombined FTELast Minute Sick Optical Disp Otay Mesa> Optical Disp Bonita> Optical Disp Clairemont Mesa> Optical Disp Vandever< Optical Disp Vista< Optical Disp Escondido< Optical Disp La Mesa<

CAPTURE RATE MONTHLY OCTOBER DepartmentCapture Rate August Capture Rate September Capture Rate October Otay Mesa Bonita Vista Clairemont Mesa La Mesa56.5() 55%52.4 Vandever Escondido Carlsbad San Diego YTD Capture Rate 51.7%

Outpatient Care ExperienceAugustSeptOctNovDec Appointment Access n/a ASQ Phone message response82.8%82.4n/a ASQ Overall Satisfaction with Visit n/a ASQ Nurse/Assistant Composite(PSP) current 84.62%79.88n/a ASQ Nurse/Assistant Composite(PSP) ytd 88.99%88.21n/a ASQ Receptionist Composite(PSP) current 94.0%93.53n/a ASQ Receptionist Composite (PSP) ytd n/a Telephone Service Factor August Out Patient Care Experience

UNIT BASED TEAMS Unit Based TeamsAugustSeptOctTarget 2 nd Pair Sales Monthly 16.1% % Capture Rate Monthly 57.7% % Capture YTD % Contact Lens Average Sales monthly $ n/a$ Contact Lens Average Sales YTD $ n/a$ Contact Lens Revenue monthly $86,91080,688n/a$83,118 Eyeglass Average Sale monthly $ $179 Eyeglass Average Sale YTD $ $179 Eyeglass Revenue Monthly $622,811$516,428648,257 $521,376 Redo Rate Monthly 10.5% % Redo Rate YTD 11.2% %

Redo Rate Reduction Test of Change ClinicSept. Redo OctoberCurrent RedoGoal Vandever Clairemont Mesa Otay Mesa La Mesa Bonita Escondido Carlsbad Vista San Diego County

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 Rate Average Sale Capture Average Sale$ $ 202$205 Benchmark Target Stretch

TEST OF CHANGE N. COUNTY CAPTURE RATE Escondido Vista Carlsbad January63.964January January February February February March March53.146March April April April May May May June6051.8June June July July47.149July August August August September55.8 September September October October October November59.2 November44.8 November57.2 December60.11 December52.1 December60.3 Capture Rate BenchmarkTargetStretch 52.6%54.6%56.6%

N. COUNTY CAPTURE RATE ESCONDIDO

VISTA CAPTURE RATE

N. COUNTY CAPTURE RATE CARLSBAD

NORTH COUNTY AVERAGE SALE Average SaleSeptemberOctoberDecember Escondido$198$210 Carlsbad$217.00$212 Vista$162.00$188

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.

EXPRESS ORDER UPDATE Call Customer Service at 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, 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 Measures Benchmark67% have said yes to more hours(27) Target 75% (30opticians) Stretch 80% (32 opticians)