Complete Care Makes Visiting the Doctor a Team Event

In Kaiser Permanente’s Southern California region, serving 3.7 million members, patients who show up for an office visit may instead get a “proactive office encounter.” They are likely to be nudged into getting a mammogram or colonoscopy, asked why they haven’t refilled their prescriptions or sent to receive an overdue blood-pressure test.

The proactive office encounter is part of a new model dubbed Complete Care, which calls for every health care provider —from doctors and nurses to medical assistants and receptionists — to see that nothing slips through the cracks. “The philosophy is that for every patient, every time, every care gap gets addressed,” says Michael Kanter, regional medical director of quality and clinical analysis.