Help Video
How to Find UBT Basics on the LMP Website
LMP Website Overview
How to Find How-To Guides
This short animated video explains how to find and use our powerful how-to guides
How to Find and Use Team-Tested Practices
Does your team want to improve service? Or clinical quality? If you don't know where to start, check out the team-tested practices on the LMP website. This short video shows you how.
How to Use the Search Function on the LMP Website
Having trouble using the search function? Check out this short video to help you search like a pro!
How to Find the Tools on the LMP Website
Need to find a checklist, template or puzzle? Don't know where to start? Check out this short video to find the tools you need on the LMP website with just a few clicks.
Speaking with your patients is an easy way to hear what their concerns are about service.
Make Shorter Lines a Team Effort
A pharmacy in South San Francisco routinely ranked near the bottom in customer satisfaction. Central to the complaints were efficiency, service and communication. Patients were waiting in long lines and didn't know why. With continually low scores, Member Services met with the staff and identified some key areas. As a result, the staff made an effort to speak with customers and listen to their complaints. The entire team got involved. For instance, pharmacy technicians helped clerks during a rush. As a result, the pharmacy saw a 45 percent drop in complaints.
Here's What Worked
- Communicating with the customer
- Addressing the customers’ complaints
- Getting the entire team involved in making an effort to improve customer service
What can your team do to listen to and address feedback from patients and members?
