Software Services
University Healthcare Solutions, LLC and its sister company Hospital Software Solutions, LLC are proud to offer the Active Management Operating System
· Active Management Operating SystemTM
o The Active Management Operating SystemTM allows an organization to link its broader purpose and objectives, with day-to-day people and performance management activities
o The approach to achieving this alignment, and the design of the software, involves two sets of modules:
A) CICARE Customer Service Module
B) Operations Planning and Management Module
A) CICARE Customer Service Module (CICARE Service)
o CICARE Customer Service Module (CICARE): Overview
§ The CICARE Module provides a set of programs for achieving excellent patient centered care
· UCLA Medical Center currently ranks between the 95%-99%ile in inpatient customer satisfaction among all medical centers in the U.S., and #1 compared with all academic medical centers
· The CICARE program contains the components that have helped UCLA raise and sustain its performance
§ The CICARE software module includes the following:
· Best Practice CICARE Templates / Scripts
· CICARE Training Videos and On-Line Tracking
· CICARE Assessment Tracking on-line tool for observational audits
· Service Recovery Tool
· Retention and Recognition Tool
· Other components
o CICARE Service: Training Videos
§ Best performance starts with best practices. The CICARE Module contains best practice on-line training videos for idealized patient interactions, and allows for automated tracking of viewership.
· General Organizational CICARE Training (Clinical Staff)
· General Organizational CICARE Training (Non-Clinical Staff)
· Nursing Unit Training Video
· Radiology Department Training Video
· Environmental Services Training Video
· OR Training Video
· Laboratory Training Video
· Inpatient Physician Training Video: MD-CICARE
· Emergency Department Training Video
· CICARE Assessment Tracking (CAT) Rounds Management Training Video
· Ambulatory Clinic CICARE Videos for staff
· Ambulatory Clinic CICARE Video for physicians
o CICARE Service: CICARE Assessment Tracking
§ While CICARE best practice videos assist in communicating best practices, CICARE observational audits and staff coaching help sustain performance
§ Accordingly the CICARE program contains the CICARE Assessment Tracking (CAT) tool for on-line tracking of staff member service behavior performance
o CICARE Service: Retention and Recognition Tool-Kit
§ The CICARE Retention and Recognition Tool-Kit allows supervisors to acknowledge excellent staff CICARE performance
§ The tool-kit allows for staff-specific tracking of recognitions, and tracking of any award distributions (e.g. movie tickets) for excellent performance
o CICARE Service: Service Recovery Tool-Kit
§ The CICARE Service Recovery Tool-Kit allows staff and supervisors to mend service inconveniences by providing apologies and amenities (such as parking validations) to inconvenienced clients
§ The tool-kit allows for tracking of any distributions
o CICARE Service: CICARE Program Report
§ The CICARE program delivers excellence in patient centered care
§ The software allows for tracking of program components in an integrated on-line tool
· Video training tracking
· CICARE Assessment tracking of observational audits
· Rewards and Recognition tracking
· Service Recovery tracking
· Other program components
B) Operations Planning and Management Module (Operations Module)
· Operations Module: Overview
§ In the Operations Planning and Management Module an organization can electronically specify and track the following
· Performance Goals
· Dashboard Metrics
· Operations Plans
· Improvement Projects
§ By tracking all these efforts in a linked on-line system, an organization can cascade its purpose into tangible department goals, metrics, plans, and projects
o Operations Module: Performance Goals
§ Department Performance Goals are specified in an on-line system
§ This allows for easier compilation and tracking of goals
§ This also facilitates year-end performance goal evaluations and incentive calculations
o Operations Module: Dashboard
§ The Operations Module contains a comprehensive set of Dashboard Metrics associated with best practices
· Hundreds of best practice measures are pre-specified in the system, guiding an organization toward key performance areas
· Custom metrics can be added to the system as well
§ Summary Dashboards
· Dashboard measures can be summarized for board reports
· Measures can be summarized across departments or across facilities
§ Detailed Dashboards
· Detailed measures can be tracked by department
· The system provides pre-defined measures which are used at UCLA to manage performance
o Operations Module: Operations Plan
§ While high level Department Goals and associated Dashboard Metrics help specify areas for focus, Operations Plans delineate the actual projects and initiatives departments plan to execute
§ By specifying Operations Plans, an organization can best assure that it has a roadmap for goal achievement
§ Specification of Operations Plans in an on-line system, allows linkage with Department Goals and Dashboard Measures
o Operations Module: Performance Improvements
§ The Operations Module also provides a tool for tracking of individual Performance Improvement Projects
§ Such tracking allows an organization to review project details such as the following:
· Problem definitions
· Current state analyses
· Goals
· Solutions
· Action plans and timelines
· Sustain plans
· Dashboard metrics
