Patients Happy with Kaiser Permanente’s New Member Identification Tool

Local 400 member and shop steward Isolina Pistolessi (left) has been an RN with Kaiser Permanente in Falls Church for 14 years. As an RN in the internal medicine department, Pistolessi is one of the Local 400 members responsible for welcoming new Kaiser members, an important part of her job that has a new tool proving very useful for patients.
The New Member Identifier tool works with HealthConnect to connect patients to their health care teams and their personal health information. New Kaiser members are welcomed with new member kits (in Spanish and English), one-on-one facility tours, a keychain with an etching of an emergency phone number, and other benefits and freebies. Pistolessi, a certified quality bilingual interpreter, is pleased that HealthConnect, originally geared toward Spanish-speaking members only, is now inclusive of English-speakers, as well. “Having better communication with our members on what services we provide and where to receive the proper treatment” is what drove the change, says Pistolessi.
So far the new healthcare tool is receiving positive feedback, with patient satisfaction scores rising from 84.6 in the first quarter to 87.4% in the third according to HANK magazine.
Pistolessi agrees. “It’s been a great tool for the team to have because often first-time patients are very anxious and do not know where to go for specific treatment,” she says. “As Kaiser is thriving and changing with new additions, we as a team have to assist members in finding their way.” Pistolessi hopes that other departments will adopt the new tool in the Falls Church facility where she works, and that it will become a standard across the facility for helping new patients.