Minimal Progress in Kaiser Contract Negotiations June 25-26


The following bargaining update is from the Alliance of Health Care Unions negotiating a new nationwide contract with Kaiser Permanente:

Orange County, June 26 – In the first of two jam-packed days of bargaining, union negotiators initially made some progress addressing labor and management interests. But by the second day, negotiators had to contend with management proposals that were made and then withdrawn, and a management proposal to eliminate 15-year old “provisions in the National or Local Agreements that prohibit the employer from cancelling or reassigning staff.”  Kaiser proposed to be able to cancel shifts without pay up to two hours before shift start time, proposing to pay for half of the shift if the cancellation is less than two hours before start time.

The economic subgroup had a two-hour meeting and made limited progress on economic issues. The union team emphasized that we intend to preserve and improve our benefits, and win strong wage increases for all Alliance union members. Management proposed increased health care co-pays.

In a union caucus at the end of the second day, leaders encouraged union members to attend bargaining on Sunday, July 8. “This is the eleventh hour,” said Alliance Chair Kathleen Theobald. “This is when we need union members to show up and let Kaiser know we care.”

In the Operational Effectiveness subgroup, negotiators discussed forecasting the work of the future and staff. Management again called for flexibility, and the unions stressed that the key to flexibility is engaging labor early in the change process, before decisions are made.

“All the things that we’re trying to tackle really stem from the need to have meaningful participation from labor,” explained subgroup Union Co-Lead Lisa Loucks of UFCW Local 555.

The group discussed the need to fully include labor in forecasting and planning for the work of the future, and addressing barriers, especially barriers to placing employees who have achieved higher qualifications within Kaiser.

It was in this subgroup that management called to end the no-cancellation policy.

“There’s frustration on both sides,” added Kim Smith of UNAC/UHCP. “We need to implement the National Agreement so that management gets what it needs and we get what we need out of it.”

The Partnership subgroup focused on improving access to LMP training. In some areas and classifications, basic LMP learning has virtually ground to a halt, including even required LMP Orientation for new hires.

“We need to ensure that from the first time they walk through the door, new frontline workers and managers are trained in how to work in partnership and what the expectations are,” said Valery Robinson, USW 7600 President. “We don’t want to go backwards.”

To speed the development of updated national curriculum, agreement was reached to empower a national LMP Learning Group that will report quarterly to the LMP Executive Committee.

The group discussed tightening up and improving training standards for new hires.

The union negotiating team also continued to advance proposals to require minimum hours of LMP training every year for every employee, and to expand the current 4-hour LMP Orientation to a full 8-hour LMP Orientation class.

“Our goal is to make sure new employees, managers, and newly accreted union members receive partnership training in a timely manner,” said Katie Ekstrom, OFNHP Local 5017 and subgroup Union Co-Lead. “We are shifting our partnership culture through a renewed commitment to learning about partnership early.”

Forming a New Coalition of Unions to Negotiate with Kaiser Permanente

Local 400 shop stewards from Kaiser Permanente facilities in the mid-Atlantic region pose for a photo during a seminar in February.

To secure the best new contract possible as we head into negotiations, 21 local unions from the Coalition of Kaiser Permanente Unions (CKPU) – including UFCW Local 400 – have decided to create a new coalition.

We are forming this new coalition because it is the best way to ensure that we enter negotiations from a position of strength. This move will help to guarantee that every dedicated member who works at Kaiser Permanente will see the better contract they deserve.

Additionally, this change will improve our partnership with Kaiser Permanente so that together we can continue to see a better workplace and better patient care.

Please know that the current National Agreement with Kaiser remains in full effect. And we will immediately be taking steps with our new coalition to ensure this agreement is enhanced through upcoming negotiations.

While we are departing the CKPU, we will continue to engage in current Labor-Management Partnership activities. Members should remain full participants of their Unit-Based Teams and Labor-Management Partnership Committees.

In the coming weeks, we will create governing documents for the new coalition and arrange for Kaiser Permanente to bargain with us as a group. This new coalition represents about 45,000 workers and the committed Local Unions who belong to it represent workers in all but two Kaiser Permanente regions. By forming it, we will truly be stronger together.

Thank you for your hard work and for being a member of the UFCW union family. If you have any questions at all, please don’t hesitate to reach out to us.

Kaiser Nurses Attend College for Free Through Union-Negotiated Program

Local 400 shop stewards Lisa Golden (left) and Jennifer Brown (right) are pursuing college degrees at no cost thanks to a grant from the Ben Hudnall Memorial Trust, a union scholarship program available to Local 400 members working at Kaiser Permanente.

For most people, by the time your children are in college or beyond, you’re more likely to be thinking about retirement than education. But Kaiser shop stewards Lisa Golden and Jennifer Brown are not most people.

Jennifer currently has three children in college—a 24-year-old nursing student at Marymount University, a 21-year-old attending community college, and an 18-year freshman at Virginia Tech University. But she has joined them, pursuing a Master’s in Nursing Education at Colorado Technical University (CTU).  “We bond and commiserate over due dates and exams,” she said. “And we tease my husband and tell him to go back to college and do something. “

Lisa, who has raised three sons, with one still in college, also decided it was time to go back to school—first for a Bachelors of Science in Nursing (BSN) and now for a Master’s in Nursing Education.

And neither Jennifer nor Lisa is paying a penny to realize their dreams of higher education and career advancement—thanks to their union.

That’s because Local 400 and the other members of the Coalition of Kaiser Permanente Unions negotiated the establishment of the Ben Hudnall Memorial Trust in the 2005 national bargaining. The Trust offers Kaiser union members grants for higher education and training, “with the goal of creating a culture that values and invests in lifelong learning and enhanced career development opportunities for represented employees.”

Several years ago, Lisa, the lead OB-GYN nurse at Kaiser’s Manassas Health Center, applied for and received a grant to pursue her BSN degree.  “I feel so blessed to work for a company that has the Ben Hudnall Trust and that my union offers this,” she said. “It is such an awesome opportunity and one that very few other companies have. I feel like pinching myself. Parenting has shown me the expense of higher education. How can you turn down free learning opportunities?”

“It took 16 months,” she said. “I loved being an adult learner. I had no idea I’d be as good a student as I was. But I discovered that now I have the patience to learn and none of the distractions of youth. I enjoyed almost every moment of it. And at the end, I said, ‘If they offer a Master’s program, I’d be a fool to pass it up.’”

Lisa is no fool. In January, the Hudnall Trust started offering commitment grants for Kaiser union members to get a Master’s Degree in Nursing Education. (Grants for a Master’s in Nursing Administration are also available.) And on April 3rd, armed with her grant, Lisa will start classes.

Lisa credits Jennifer, an OB-GYN nurse at Kaiser’s Woodbridge Health Center, with making her aware of this new opportunity. Jennifer started the same program on February 13th.

“When I came to Kaiser two and a half years ago, I had already gotten my BSN,” Jennifer said. “Unlike Lisa, I had to pay tuition for that because my employer didn’t offer any help. But as soon as I learned about the Hudnall Trust, I went to our education liaison and asked if it would cover a Master’s program. She told me to keep checking back, so I did—like a pest. And in January, they came through. The moment I heard, I picked up phone and said, ‘I want in!’”

Now nearing the end of her first class, Jennifer said, “Considering I haven’t been in school for a while, the experience has been pretty awesome. I wasn’t sure what to expect, but I will tell you hands down that CTU is doing phenomenal job of guiding me through this.

“What’s especially nice is they make it easy for you,” she said. “There’s a great orientation course. Textbooks are provided for free in e-book form. They lend you a Chrome Computer with all the software you need for free. And best of all, the Hudnall Trust offers a stipend so if you need to miss one eight-hour shift a week to study, you’ll get paid for that, too.”

Before joining Kaiser, Jennifer was a senior regional trainer for the Patient First urgent care center chain. As she noted, “I have a natural passion for teaching and after I get my Master’s, I intend to be a nurse educator. My co-workers think I’m nuts; I’ve been telling them all to go to school. I don’t care what your position is, education is the key to everything, so when it’s free you’ve got to take advantage.”

Lisa couldn’t agree more, calling it a “no-brainer.” She also intends to be a nursing educator after she receives her degree. “Old dogs can still learn new tricks,” she said. “There’s no cap on age; you should learn the rest of your life.”

Lisa started at Kaiser in 1999. After providing medical advice for five years, she became a clinical nurse. And for the past nine years, she has served as shop steward. “Early in my career, I learned first-hand what my union could do for me, helping to resolve an issue I faced. Several years later, when I saw others weren’t getting a fair shake, I felt like I should be their voice, to help walk them through the process.

“I worked in a non-union environment before I came to Kaiser,” Lisa said. “It stinks. You have no rights and no voice. Coming to Kaiser and finding it’s a union shop, I thought, “Oh my God, there’s power here!’ I feel like we’re on equal ground when we go into a meeting and represent our members. We’re all equal partners. Not only do we get great pay and benefits, but most importantly, we have power in numbers and a seat at the table.

“Being a steward has been a really fulfilling experience,” she added. “It has helped me hone my management skills.”

Jennifer has been a shop steward for approximately two years, and most of her previous jobs were non-union, too.  “Working in other facilities, as nurses, we don’t have much of a voice in what we do and how we do it,” she said. “But I saw how we have a voice at Kaiser, thanks to our union, and being a steward was something I wanted to be part of.

“As a natural teacher, I take this role very seriously,” Jennifer said. “I make the rounds and let people know I’m available. When we get new staff, I talk with them about the benefits of being union. I try to be proactive and let people know not to wait until a small problem becomes big problem. When they come to me sooner rather than later, we can be a lot more effective when we intercede on their behalf. And I make sure they read their contract.”

Jennifer is proud to be a Local 400 member. “It means knowing that I have someone to fight for me, and to support our local and national agreements,” she said. “It’s nice to know the protection is there. And it’s nice to have the Labor-Management Partnership, which often works very well in our facility.”

Learn More About the Ben Hudnall Memorial Trust

Both Lisa and Jennifer strongly encourage Kaiser members to take advantage of the educational opportunities offered by the Hudnall Trust. To find out more, please visit the Trust’s website at www.bhmt.org.

For additional information, Virginia and Washington, D.C. members can contact Kaiser career counselor Mary Wiggins, M.Ed. at (510) 381-7033 or Mary.C.Wiggins@kp.org. Maryland members should contact Robin B. Kelly at (240) 298-8026 or Robin.B.Kelly@kp.org.

Local 400 Nurse Retires After More Than 50 Years

Local 400 member, Joyce Graham, is retiring in May after more than 50 years working as a nurse.

Joyce Graham says, “I like to be where the action is.” If anything, that’s an understatement. But it goes a long way toward explaining why she has kept working as a nurse at Kaiser Permanente into her late 70s, and is only now retiring this May.

“People have been coming up to me for years, asking me when I was going to retire,” Joyce said. “But nursing is not for wimps. I told them I’m working on making the Guinness Book of World Records. But then I saw on TV that there’s a nurse here in D.C. still working in her 90s. I’m not going to top her, so I figured it was time for me to do other things.”

But the decision wasn’t easy because she loves nursing, her employer and her union so much. “It’s so nice to take care of people and see them get better, it’s rewarding,” she said.

“I’m just going to miss her—she’s a true inspiration for nurses,” said Louise (Lu) Casa, a Kaiser shop steward, nurse practitioner, and longtime colleague and friend of Joyce. “Ever since I’ve known her, she has been a role model. Whenever anything was needed, Joyce was right there. She would help her colleagues, and go out of way to make sure Kaiser patients were properly cared for. She’s remarkable and the younger nurses all look up to her.”

Joyce Graham graduated first in her class at the University of the District of Columbia’s School of Nursing.

Joyce’s more than 50 years in nursing have been marked by a constant drive for self-improvement and desire to learn new skills—so much so, that she was a member of the first graduating class of the University of the District of Columbia’s School of Nursing. And she finished first in her class!

Making her achievement all the more remarkable, Joyce was working as a surgical intensive care nurse at the Washington Veterans Hospital at the same time she was getting her degree—and taking care of her teenage daughter and 18-month-old son, too. “I worked the evening shift from 3:30 to midnight. I got up very early in the morning and tried to prepare dinner for my family before I left to attend school. In between my morning classes and work, I would try to get a few hours of studying in.”

Little wonder that Lu Casa marvels at Joyce’s “amazing energy.”

Joyce started working as a licensed practical nurse in Pittsburgh in the early 1960s. In 1965, she moved to Washington, D.C., and was hired at the VA hospital. After receiving her nursing degree in 1978 and becoming a registered nurse, she moved to internal medicine at the VA. Then, in 1986, she went to work at the National Rehabilitation Hospital, and later at the Washington Hospital Center in their postpartum wing. In 1992, at the encouragement of a friend from her VA Hospital days, Joyce joined Kaiser. She first worked in Advice and then moved to Rheumatology, working at Kaiser’s North Capitol Street and West End Health Centers.

Throughout this time, she conducted regular CPR classes to ensure that staff were certified in this life-saving procedure. She also served as lead nurse for Specialties (all departments other than Internal Medicine) and was responsible for ensuring that all clinical assistants were cross-trained to work in whatever department needed them.

“Joyce is always growing and changing in our profession,” Lu said. “When we opened our Capitol Hill office, our Dermatology Department launched a new therapy called PUVA that uses ultraviolet technology. Joyce was already in her 70s, but she embraced it and became a PUVA nurse.

“She’s someone who really rolls with the punches,” Lu added. “She’s a great patient advocate. And she never misses a day of work—she’s a perfect nurse.”

Joyce has always been a dedicated Local 400 member at Kaiser, too. “As a shop steward, whenever I needed help getting information out to our members, Joyce would help me,” Lu said. “She was like an undesignated steward’s assistant. And she would speak up to management if they were trying to do things she thought were wrong. She was always about making sure patients got the best care.”

Joyce moved from Pittsburgh to the District of Columbia in 1965 and worked at the VA hospital while she pursued her nursing degree.

“Our union’s done a good job,” Joyce said. “Kaiser’s Labor-Management Partnership is a good idea. [Local 400 Board Member] Jaki Bradley and Lu Casa work so hard for us and I’m really proud of them.”

Joyce’s colleagues all testify about her infectious spirit. “She loves to joke,” Lu said. “Joyce was famous for her baking and one April Fool’s Day, she brought in something that looked like one of her wonderful chocolate cakes. When we cut into it, we found it was a box with frosting spread all over it.”

“I like pulling pranks on people,” Joyce admitted. “I like humor. And bringing in food.”

Joyce is also known for her humility. “At Capitol Hill, we have to park offsite and take a shuttle to our offices,” Lu said. “We tried to get Joyce onsite parking to make it easier for her since she’s in her 70s. But she said, ‘No way—I’ll go to the parking lot like everyone else.’”

In retirement, Joyce has no intention of slowing down. “There are so many things I’d like to do,” she said. “I’ll be busy with work at my church, as always. I like to travel and I love going to museums and parades downtown, as well as movies. There’s so much to do and see.

“But I will miss my job,” she noted. “I really like Kaiser Permanente. It’s a great place to work and a great place to get medical care—you can’t beat it. I like their philosophy and how they treat their employees. And I love my colleagues and my profession.”

Local 400 Member Presented with National Nursing Award

Izzy Pistolessi, Kaiser nurse and union shop steward, shares her healthcare expertise as part of the Local 400 Lobby Day on March 23, 2017.

For 18 years, Isolina (“Izzy”) Pistolessi has worked as a nurse at Kaiser’s Falls Church Care Center, but she has done so much more. On the job, she is a mentor to other nurses, conducts outreach to the community, promotes public health, educates and cares for patients, and serves as a Local 400 shop steward. Off the job, she is a volunteer and leader with the National Association of Hispanic Nurses, a member of the Medical Reserve Corps, and a union activist who recently participated in Local 400’s Lobby Day.

And now, she is being presented with Kaiser’s 2016 National Extraordinary Nurse Award!

This is a rare honor, and she is only the second nurse from Kaiser’s Mid-Atlantic Region to receive this recognition. She will be flown to California in May to accept her award.

“I’m very fortunate to work for Kaiser Permanente and do the work that I love to do—caring for patients and nurturing other nurses so they become better,” Izzy said. “And I’m proud to serve my co-workers as a shop steward. To receive this honor is a complete surprise—but it’s also wonderful.”

Izzy is engaged in so many activities, it’s hard to know where she finds the time. At Kaiser, she works in the internal medicine/family practice clinic and she teaches a class in diabetes to Spanish-speaking members every other month. “I talk about how diabetes affects your body, how to take medication, how to better care for yourself, how to identify symptoms, and how to keep track of your blood sugar so you don’t wind up going to emergency room,” she said.

As a member of the Washington, D.C., chapter of the National Association of Hispanic Nurses, and secretary this year, Izzy and members of the organization have been involved in community programs like Feria de la Familia, a program where they provide blood pressure screening to members of the community and offer information on how to improve their health to underserved communities.

Local 400 shop steward, Izzy Pistolessi (first row, far left), also volunteers with the D.C. chapter of the National Association of Hispanic Nurses. (Photo via Nahndc Chapter Hispanic Nurse Facebook page).

“I also participated in a program, inspired by Michelle Obama, called Movimiento,” she said.  It is also sponsored by the National Association of Hispanic Nurses. “A group of us spent a day at a Washington, D.C., public school, where we did a health fair and we taught children about proper nutrition, what foods to eat and the importance of exercise, as well as doing some exercise during the health fair,” Izzy explained.

Other organizations that Izzy has volunteered with as a member of the National Association of Hispanic Nurses’ D.C. chapter include the National Kidney Foundation and the American Diabetes Association, doing blood pressure screenings and education.

Izzy has also volunteered with the Fairfax County Medical Reserve Corps for the past 12 years. Started in the wake of the 2001 anthrax scare, the Medical Reserve Corps brings together medical professionals and community members to respond to public health emergencies in their communities.

Izzy became a shop steward approximately nine years ago. “I was asked to take on the role because they knew that I was vocal and passionate, and I had raised concerns that people had brought to my attention,” she said.

Isolina (“Izzy”) Pistolessi has worked as a nurse at Kaiser’s Falls Church Care Center since 1999 and has served as shop steward since 2008.

As shop steward, she works to resolve issues that arise, assists nurses with concerns, and engages in member recruitment. I did new member orientation for a time,” she said. “We talked about not only the representation you get, but the benefits too—especially the free continuing education support that’s so important to nurses.” She also served as delegate in national Kaiser bargaining during previous contract negotiations.

Izzy participates in many Local 400 actions. She went to a Safeway store in Maryland prior to the most recent contract negotiations to let her sisters and brothers know Kaiser members had their backs. “I always shop at Safeway and Giant,” she said, “and I always wear my Local 400 pin. I wear it on the job at Kaiser, too, and it often leads to interesting discussions with my patients.”

She described her participation in the March 23rd Lobby Day as “a wonderful experience. I’d never done that before. The last time I’d been to the Capitol was a field trip when I was a junior in high school.”

“Lobby Day was well-organized and we made our presence known,” Izzy said. “We voiced our concerns and the representatives and senators we spoke with were glad to hear from us. It might have been a coincidence, but it was great that the day after we did this, the Republicans scrapped their bill to undo the Affordable Care Act. It was a worthwhile experience and I’d do it again.”

At the Lobby Day, Izzy spoke from first-hand experience about the patients she sees who gained health insurance for the first time thanks to the Affordable Care Act, and about immigration and her own remarkable life story. She was born in the Dominican Republic, but at age six, her family fled the country because the lives of her politically active parents were threatened during a time of upheaval. They first moved to New York and then settled in Northern Virginia, where her father worked for the Organization of American States and the World Bank.

“The point I made to members of Congress was that like my family, immigrants come to this country to seek safety and opportunity, not to steal or kill,” Izzy said. “I had tears in my eyes when I saw the news on TV about people who were being raided. I, too was once an immigrant and others should have the same opportunities.”

A parent of three adult children, with one grandchild and another on the way, Izzy lives in Fairfax City with her husband. She is deeply proud of all that she does to help her patients and people throughout the community improve their health, and equally proud of how Local 400 helps members improve their lives. She is, by any definition, extraordinary!

Happy Nurses Appreciation Week!

Shazia Naimee, RN/CDU Urgent Care from Kaiser Permanente—Tyson's Corner, VA location. Photo by Bill Burke.

Shazia Naimee, RN/CDU Urgent Care from Kaiser Permanente—Tyson’s Corner, VA location. Photo by Bill Burke.

Thanks to nurses like Shazia Naimee (pictured) from Kaiser Permanente and countless others from Elizabeth Adam Crump (Golden Living), Res-Care, Mayfair House Assisted Living, Montgomery General Elderly Care, Genesis Healthcare, Clinton Nursing & Rehabilitation Center for all you do to heal the sick, comfort the afflicted, and save lives!

Kaiser Worker Treatment Cause of Concern

Unprecedented Number of Grievances Filed
Once a model of labor-management cooperation, Kaiser Permanente has made troubling changes in the way it treats its health professionals, bringing in managers lacking experience in a union environment, disregarding the terms of the collective bargaining agreement, and focusing more on profits than the well-being of its employees and patients.
As a result, an unprecedented number of grievances have been filed in the Mid-Atlantic region over the past year.
“Kaiser was once a model employer and we hope it will be again, but right now it’ s anything but,” said Local 400 Secretary-Treasurer Lavoris”Mikki” Harris. “That’s doubly disappointing, because Kaiser is not only an employer of our members; it’s also the health care provider for thousands of other Local 400 members.
“Though we have an excellent collective bargaining agreement in place, Kaiser managers often fail to follow its terms,” Harris charged. “Our members at Kaiser are dismayed by this turn of events and we will not let it stand. We are challenging every violation and holding management accountable for its actions.”
Major issues that have arisen include:
Employees who want full- time hours aren’t receiving them even though Kaiser could be providing them. Instead, the company is filling full-time vacancies with two 20-hour positions, leaving more workers stuck in part-time status, not receiving pension benefits, and forced to get second jobs outside
Kaiser to make ends meet.
Off-the-clock work.
Kaiser has made clear it will not pay overtime, but then it assigns its health professionals responsibilities that require more than 40 hours of work to fulfill. This leaves workers feeling as if they have no choice but to work off-the-clock. And for many, the consequences are greater than in other jobs, because nurses and other medical providers could lose their licenses as a result.
Inadequate staffing that threatens the quality of care.
Unlike the company’s home state of California, there are no Kaiser Permanente hospitals in the Washington, D.C. metropolitan area. So Kaiser Mid-Atlantic tries to avoid sending its patients to hospitals because that sends money out the door. That’s why Kaiser has established a series of urgent care centers that operate like hospitals, but don’t have the same level or breadth of staffing and are not subject to the regulations that apply to hospitals. In essence, the company is trying have the best of both worlds, keep money in-house without going to the expense of actually building a hospital. But patients suffer as a result.
Failure to follow basic contract provisions.
Kaiser managers are even committing “first contract errors,” as Harris put it, involving seniority, vacation and other fundamental terms of the collective bargaining agreement.
While the Kaiser Foundation Health Plan, the insurance provider, is technically a non-profit entity, its Mid-.Atlantic Permanente Medical Group is a for-profit corporation, as are Kaiser’s other regional medical groups. These are physician-owned companies, which are contracted with to provide medical care to patients covered by Kaiser Foundation Health Plans.
“Kaiser’s recent behavior leads me to wonder whether the for-profit cart is dragging the non-profit horse,” Harris said. “As a result, Kaiser’s vaunted Labor-Management Partnership is not what it once was, with Kaiser’s health professionals being treated not as its most valuable resource, but rather as a cost to be minimized. Together, we will reverse this unfortunate turn of events.”

UFCW Local 400 Kaiser Permanente Members “Walk, Talk and Lead Change!”

KaiserDelegateConferenceLocal 400 joined Locals 7, 27, 135, 324, 555, 770, 1428, and 1996 at the annual Union Delegate Conference for Kaiser Permanente workers in San Jose, Calif. The theme of the conference, which took place April 13-15, was “Walk, Talk, Lead Change.” There, UFCW members attended workshops on leadership roles in the workplace.

UFCW members are part of the Coalition of Kaiser Permanente Unions, which includes nearly 100,000 members from 30 different unions. The coalition was formed in 1997 as a way to transform the relationship between workers and managers. The partnership involves workers, managers, and physicians in a joint decision-making and problem-solving process that is based on common interests from all parties. Workers covered by the partnership include registered nurses, pharmacists, maintenance and service workers, technicians, psychologists, lab scientists, and many others.

The Union Delegate Conference is also an opportunity for UFCW members to participate in collective bargaining with other unions who are part of the coalition. The entire coalition bargains together as a whole for their contract. Next year, the Union Delegate Conference will focus on collective bargaining and negotiations for their new contract since the current one is set to expire in July 2015.

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.