The Ambulatory Operations team continues to provide administrative and management support to our UCLA Health System outpatient practices. The primary goal of this team is to assure that every patient encounter in our UCLA Health System outpatient practices receive consistent high level service from our staff and faculty.
Some of the projects that Ambulatory Operations team oversees are:
The goal of CAT Rounds provides an opportunity for the manager to observe C-ICARE behaviors in their staff and to provide immediate feedback and individual training when these expectations are not met.
The Ambulatory Scorecard is a snapshot of how the practice is performing on a monthly basis.
We are in our sixth year of participating in a Patient Experience Survey. We use the Clinician & Group Consumer Assessment of Healthcare Providers Survey (CG-CAHPS) for Adult and Children. This survey is administered through our vendor Quality Data Management.
An important part of our focus is to standardize processes throughout the FPG Ambulatory practices. To support that effort, the FPG Ambulatory Operations developed Standard and Guidelines related to key performance metrics. A few of these policies are: Access/Availability Guideline, Appointment Cancellation/Rescheduling, Physician Cancellation, No Show, Storage of Prescription Paper and Pads, Staff (Communication) Escalation, Issuance of Name Change, Medical Theft Identify (Red Flag Rules), Physician Communication Related to Patient Care, etc.
In recent years, there have been a number of improvements made to acpcommodate cash handling in the outpatient practices. However, the process continues to be a challenge and often times there have been significant deficiencies including the loss of monies. The Faculty Practice Group Ambulatory Operations focused our efforts on providing direct support to the outpatient practices in assuring they are in compliance with UCLA Business 49. Our Project Manager works directly with all the clinic managers on any cash issues.
The FPG Ambulatory Operations continues to provide temporary staff to our outpatient practices.
Our Comprehensive Care Coordinators operate within a unique interdisciplinary team that fulfills needs essential to our implementation of care coordination and population health practices. Comprehensive Care Coordinators (CCCs) coordinate care for each patient, arrange for and follow-up on transitions of care (e.g., home to skilled nursing facility or hospice), compile, input, and manage patient data, and ensure patient-provider communication.