In conjunction with our sister company University Healthcare Solutions, LLC, we provide management services to support implementation of CICARE Customer Service and Hospital Operating System performance excellence approaches.
o CICARE Customer Service
§ We offer the Leadership for CICARE seminar and consulting services to advance implementation of CICARE approaches and software.
§ The Leadership for CICARE seminar contains the approaches used at UCLA Hospital System to achieve industry-leading patient satisfaction performance, and covers the following aspects.
· Presents the case for customer service.
· Shares “secrets” to service leadership, including insights from behavioral science.
· Presents and discusses CICARE best practices.
· Describes the CICARE Assessment (CAT) Rounds approach to observations and feedback.
· Shares insights on approaches to recruiting staff for service.
· Discusses the key steps to successfully on-boarding new staff to the organization.
· Lays out a “reward and recognition” approach to support CICARE.
· Shares the “service recovery” approach to addressing deficiencies.
§ We also provide an array of consulting services, including our Leadership Planning for CICARE program, which helps organization define key roles, forums, and meeting approaches to support successful implementations.
o Hospital Operating System
§ We offer the Hospital Operating System Leadership Program seminar and consulting services to advance implementation of leading performance improvement and management approaches.
§ The Hospital Operating System Leadership Program contains approaches used at UCLA Hospital System to achieve industry leading operations performance, and covers the following aspects.
· Overview of Lean Performance Improvement and Management approaches.
· Problem Solving Approaches (PDCA, A3 Reports).
· Problem Definition/A3 Workshop.
· Active Daily Management Overview.
· Rounding for Active Daily Management.
· Standard Work Development and Workshop.
· Visual Displays—Performance Board Workshop.
· Team Meetings and Huddles.
· Employee Involvement.
§ We also provide an array of consulting services, including our Hospital Operating System implementation and advisory services.