Help Video
How to Use How-To Guides
All you need to know about the coolest features of the LMP website in one handy video.
Team-Tested Practices
UBT Basics
Having trouble using the search function? Check out this short video to help you search like a pro!
How to Use the LMP Website
All you need to know about the coolest features of the LMP website in one handy video.
How to Use the Search Function on the LMP Website
Having trouble using the search function? Check out this short video to help you search like a pro!
How to Find the Tools on the LMP Website
Need to find a checklist, template or puzzle? Don't know where to start? Check out this short video to find the tools you need on the LMP website with just a few clicks.
Make it your department's policy to pick up the phone when it rings. Answering a patient's question is part of good member service.
If the Phone Rings, You Answer
When patients have questions, they often pick up the phone. But this will do them no good if no one answers. The oncology department in Redwood City had the lowest phone service scores in Northern California. So, the team corrected wrong numbers in their directory and routed calls from the call center to the department. They also wore wireless headsets and installed voice mail. Their phone service scores improved 26.7 percentage points and their average time for returning voice mail dropped from 8 hours to 1 hour.
Here's What Worked
- Correcting wrong numbers in the Patient Member Handbook
- Handling calls directly instead of routing to call center, adding voice mail and returning messages hourly
- Wearing wireless headsets to take calls remotely
What can your team do to look at its work through the eyes of the patient?
