FOUNDATIONAL ELEMENTS
GOVERNANCE PRIORITYVISIBLE AND DETERMINED LEADERSHIP BY CEO AND BOARD

CASE Board Governance and Engagement at Kaiser Permanente

To increase Board attention to quality and continuous improvement, Kaiser Permanente (KP) initiated a Quality Systems Assessment (QSA), supplemented by surveys of front-line staff, managers, and organizational leaders about our Quality strategy, visibility to the Board, and performance. As a result, a series of recommendations were made, including the use of whole-system performance measures; establishment of direct communication between the regions and the Board; evaluation of performance through multiple reporting methods; and differentiation of hospital versus health plan actions. KP developed the Big Q Performance Metrics Dashboard—a comprehensive and integrated view of KP’s quality and service performance in six key domains: clinical effectiveness, safety, service, resource stewardship, risk management, and equitable care. KP caregivers and Board members use the Big Q dashboard to track KP’s performance relative to national benchmarks, as well as trends over time.

RESULTS

As a result of the QSA process and ongoing Board engagement and leadership, Kaiser Permanente has been able to:

  • Improve patient satisfaction
  • Achieve nation-leading performance in quality of care
  • Identify the gaps between the perspectives of leaders and the front line
  • Improve awareness of quality and accountability throughout the organization
  • Develop a culture of patient- and family-focused care

FOR MORE INFORMATION

Please contact: Jed Weissberg, MD (jed.weissberg@kp.org)



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