Charge Up Your Career: Critical Skills Journey at Kaiser Permanente

1. Kaiser Permanente Critical Skills Join the Journey, Charge Up Your Career

2. How to Use This Presentation Template • Companion guide for Critical Skills Toolkit. • See slide notes for tips to tailor presentations by audience about the critical skills.

3. Our Mission Kaiser Permanente exists to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve. • “There is no question it’s time for the health care industry to reflect the changing needs of America. The future of health is a new frontier with technology, research and individual choice playing an important part.” • Bernard J. Tyson, Chairman and CEO • “Our commitment to the total health of our members requires that we understand any social needs they may have, because those are intertwined with health. We serve diverse communities. It’s mission critical for us.” • Patrick Courneya, MD, Executive Vice President and Chief Medical Officer

4. Our Strategy and the Critical Skills • Strategic Plan • Our Shared Agenda • One KP • Consumer Digital Strategy • Workforce of the Future

5. The Critical Skills Skills for 21st Century Health Care Embrace technology. Technology enables health care access anywhere. Become familiar with new digital devices and adapt to new technologies at work to improve access, communication and outcomes. Put consumers first. Grow skills in listening, empathy and cultural competency to provide great care and service to every member every time. Make it better. Constantly evaluate and improve operations. Find ways to increase quality and save time and money, then share evidence-based practices. Work together. Develop skills to build and manage teams, communicate across diverse perspectives, and negotiate through conflict. Solve problems together, respect others and drive continuous learning.

6. The Critical Skills Journey Build your awareness • Take Kaiser Permanente’s online critical skills courses: “gateway” to personalized learning. Dive deeper: Design your personal learning path • What do I want to learn more about? • What knowledge and skills will help me with my work? • What will help me prepare for future opportunities? Stay involved: Use available learning resources • Ben Hudnall Memorial Trust: bhmt.org • SEIU UHW-West & Joint Employer Education Fund: seiu-uhweduc.org • Kaiser Permanente Career Planning: kpcareerplanning.org • Labor Management Partnership: LMPartnership.org/workforce

7. A Path to Lifelong Learning Kaiser Permanente Critical Skills “Gateway” PersonalLearning Path

8. Digital Fluency See “Frustrated to Fluent” video success story

9. Digital Fluency Modules • Digital Devices and Care Anywhere • Power of Data • Consumer Engagement and Communication • Digital Tools for Career Development • Consumer use of digital tools to manage health care • Consumer preferences for access to care anywhere • How health data is used to improve health care, research • KP, education trust resources for career development Patient portal is cornerstone to patient engagement • Technology-enabled mobile health, telemedicine • Importance of data literacy, data interpretation • Access web-based training, online learning • Communication technology, mobile devices, virtual meetings • Health hubs • Managing data tools, use of spreadsheets and database • Digital fluency, more in-depth courses

10. Consumer Focus See “New Beginnings for Baltimore”

11. Consumer Focus

12. Consumer Focus Modules • Delivering KP Experience • Driving Total Health • Human-Centered Design • People and Culture • Health care consumers, changing expectations • Community health, health disparities, vulnerable populations • Patient- and family- centered care;human-centered design • Joy at work, healthy workforce • Involve patients in design process; co-design • Social, economic, behavioral determinants of health • KP experience standards;we are the patient experience • Support and resources; health and wellness

13. Performance Improvement See “Cook Up a Small Test of Change”

14. Performance Improvement Modules ` • Performance Improvement • at KP • Quality Improvement • Focus on Performance Improvement • Implementing Performance • Improvement • Kaiser Permanente’s performance improvement culture • Spreading effective practices • Quality improvement at Kaiser Permanente • Roles in performance improvement • Process improvement models Introduction to Care Management Institute Affordability, removing cost and waste in the process • Improvement process phases and key questions People, processes and tools used for performance improvement Introduction to Institute for Healthcare Improvement • 6S plan, systematic approach to organize • Innovation and improvement

15. Collaboration See “Working as Equals”

16. Resources ConnectTalk with an education trust career counselor to develop a personal learning plan. • Ben Hudnall Memorial Trust: bhmt.org/connect-with-counselor • SEIU UHW-West & Joint Employer Education Fund: seiu-uhweduc.org/cc Explore• View Critical Skills Toolkit. • Learn more about all 4 critical skills, find additional resources at kpcareerplanning.org.• Find more tips, tools and inspiration at LMPartnership.org/workforce. RegisterEligible union members can sign up for online critical skills courses at:• Kaiser Permanente Career Planning (kpcareerplanning.org/critical-skills)• Ben Hudnall Memorial Trust (bhmt.org/critical-skills)• SEIU UHW-West & Joint Employer Education Fund (seiu-uhweduc.og/skills-development/critical-skills)Contact• National Workforce Planning and Development (national-wfpd@kp.org)