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Consumer Focus

BEN U SKILLS Critical Skills
Consumer Focus course

Health care is quickly changing as consumers are being placed in the center of the decision-making process. It is essential that everyone understands the evolving expectations of our health care consumers and how we all participate to deliver the KP Experience.


Delivering excellent care requires employees to engage with members by listening, showing empathy, building trust and communicating effectively. Developing critical skills helps all KP employees stay competitive for jobs of the future.


This online course is organized into four (4) modules:


Module 1: Delivering The KP Experience
Module 2: Driving Total Health
Module 3: Human-centered Design
Module 4: People and Culture


The Consumer Focus course features:

  • Adaptive learning platform that guides a personal learning path
  • Self-paced online interactive learning experience
  • Variety of learning modalities to suit your learning style preferences


Course Length:

  • This online course should take from 3 to 5 hours to complete
  • Once you register and activate the course, you have 30 days in which to complete the course. (you can re-activate the course if you need more time)


By participating in this course, you will:

  • Get an early start on learning about how consumers of health care are driving rapid changes in health care delivery
  • Learn how everyone’s role is important to delivering the KP Experience.
  • Become aware of learning resources available to you now to develop consumer focus skills.
  • Help continuously improve the Consumer Focus course with your feedback.
  • Receive a Certificate of Completion.

Working on developing your Critical Skills? Download this helpful planner to stay on track.
The Consumer Focus course is sponsored by KP National Workforce Planning and Development, Ben Hudnall Memorial Trust and SEIU UHW-West & Joint Employer Education Fund, in partnership with Colorado Technical University.


“There is no question it’s time for the health care industry to reflect the changing needs of America. The future of health is a new frontier with technology, research and individual choice playing an important part.”

– Bernard Tyson, Chairman and CEO of Kaiser Foundation Health Plan, Inc. and Hospitals


Who Should Enroll?

The Consumer Focus course is available to all of our BHMT Participants, at no cost. No matter what your role at KP, everyone benefits from understanding the changing needs of our patients and members.



How Do I Register?
  1. Click the ‘Register’ button below.
  2. Complete the form fields with your Name, NUID and Employee ID.
  3. You will receive an email immediately from RealizeIT with the Consumer Focus course link.
  4. IMPORTANT! ACTIVATE the course link within 24 hours (note: You will have 30 days from activation to complete the course)


If you registered for Digital Fluency, you are already registered into the course system.

  1. Click the ‘Register’ button below.
  2. Click on “Already registered? Login here” at the bottom of the form.
  3. Enter your Username (NUID); and Password (you can reset your password if you forgot it)
  4. You will have immediate access to the Consumer Focus course


Need help with registration? contact:






  • You must be a KP Union Alliance or Coalition Employee with “active” KP employment status.
  • You must have completed your probationary period.
  • You must be a benefited employee typically working 20 or more hours per week.
  • Open to all regions.

  • Possess anywhere in a range of computer skills from very basic to more advanced skills.

  • Participants need access to a computer with internet – you can also take this course on a laptop and Smartphone.
  • If you don’t have access to a reliable computer, we can lend you one! Learn more.

“The Lives of Our Members”

Kaiser Permanente members have complex needs that extend far beyond the walls of our exam rooms. View this quick picture essay (KP Care Management Institute). You will learn more on this topic in Module 2: Driving Total Health.

Explore Critical Skills – Consumer Focus learning resources


Many of our BHMT offerings as well as KP resources support learning Critical Skills!


You can find guidance to the Consumer Focus learning resources on the Critical Skills – Consumer Focus webpage. We think you’ll find ample opportunities to sharpen your skills in support of your own development and career mobility. Create a personal learning plan that is right for you!


Browse the collection of courses that can boost your Consumer Focus skills in these learning tracks:

  • Communication & Collaboration.
  • Consumer Behavior.
  • Design Thinking.
  • Community Health.
  • Critical Thinking.
  • Total Health/Joy at Work.
  • Career Resilience.


Explore the Learning Resources:, Critical Skills, Consumer Focus


How to find your Career Counselor
Career Counselors are available to assist you with developing critical skills and career development.
Contact your Career Counselor for an appointment.
Find your Career Counselor:


Student Agreement

This program and participation is governed by the terms of the BHMT Student Agreement. Please take a few moments to familiarize yourself with the student agreement; by registering and participating in this program you are agreeing to comply with it.