Stories

Deashimikia Williams is a customer service representative, union co-lead and OPEIU Local 2 member at MSCC-Fulton. 

RN Christy Borton (left) mobilizes for a safer workforce. 

"Why reinvent the wheel?" asks Marianne Henson, RN, the clinical operations manager at Falls Church, Virginia. "We already knew what worked."

The endoscopy team at KP's Falls Church facility has reduced appointment no-shows—which helps improve access—by borrowing a successful tactic from other teams: making phone calls to remind members of their upcoming appointments. 

We're celebrating Kaiser Permanente's rich history, including this ribbon cutting at the South Wing of the Bess Kaiser Hospital in the Northwest region in 1967. 

Lisa Kane, UBT consultant, harnesses teams' enthusiasm for improving service and quality. 

Joan Thayer, a lead cardiology nurse and member of UFCW Local 400, gets a group hug from colleagues at a recent UBT fair. 

Southern California's Biohazards band, extending partnership tools into music-making. 

Anthony Frizzell, mental health assistant and member of OPEIU Local 2 says, "It is imperative that we relate to the patient in the way the patient wishes." 

Deashimikia Williams, a member of OPEIU Local 2, is a customer service representative in Maryland. 

At first, these frontline workers rolled their eyes at UBTs. But their experiences improving performance and teamwork changed their outlook.