Yesterday was the successful (in my opinion) DC Health Innovation Summit , and as part of it I was honored to give a brief tour of the innovations showcased in the Kaiser Permanente Center for Total Health with Marilyn Chow, DNSc, RN, fAAN, Vice President of Patient Care Services
One of those innovations is the Complete Care program, which touches the patient, before, during, after, and in between visits.
At one point in the talk I referred to innovation in communication around prevention. I think this is important, because as I have learned recently from the Doblin Group, there is more than one type of innovation, and in health care, people typically think about innovating by creating new “products.” If you look at the ten types of innovation, there are many more possibilities.
I showed this video of the patient story:
The key point is that 2/3 of the time that a patient touches the medical care system with a prevention care gap like mammography, they are presenting in a specialists’ office. In most of health care, specialists do not address these gaps, so opportunities are lost. The innovation as you can see in the video is that every member of the care team, including receptionists, medical assistants, and specialists, are involved in primary care. This saves lives, and the patients recognize this. They don’t relate to “we met our HEDIS goal this year”.
You can see a photo of the button that they wear and give out in this blog post.
This is just one part of a very comprehensive program that includes compassion and innovation across the health care spectrum. This part is called “Proactive Office Encounter,” you can read about it here.
Saving lives” is not the core principle, it is just an example of innovating in health care that goes beyond creating a new product.
Check out this tweet from my colleague Jeff Benabio, MD (@dermdoc), who is a Southern California Permanente Medical Group dermatologist – it shows that the culture is changed and specialists understand and celebrate their role in primary care.
PS, the person who represented this work on behalf of Southern California Permanente Medical Group is Kristen Andrews , Regional Proactive Care Group Lead, and she’s now on Twitter ( @ldsklandrews ).