Alma Escalante provides excellent service. She listens attentively to the members' concerns with appropriate follow up. She stays calm and delicately convinces members to complete any missing care gaps. Alma's 1st quarter ASQ score is 91%, surpassing the maximum goal.
I recently received a member compliment stating, "Today is a sad day for me since my much-loved doctor is retiring and I will no longer see Alma. Alma is a warm caring professional whose patience is infinite. I get nervous which causes my blood pressure to be elevated. She takes my pressure over and over until acceptable, never looking irritated. I shall miss her warm welcoming smile and all she has done for me. She is a big asset to Kaiser Permanente."
Alma is committed to excellence, she and her provider have been #1 in almost all Clinical Strategic Goals, and Alma has met all four of the Successful Opportunity goals. When there is something new she will quickly become proficient and often will be the point person to roll out the new initiative to peers demonstrating excellent clinical skills. One example is she is the lead for her module in our new initiative to schedule member's mammograms in RIS, she learned how and is now teaching her peers. Alma has a very positive can-do attitude, which positively influences her peers. When the lead LVN for her module is off, Alma will fill-in for that role, taking on the leadership of the module.