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Management Services

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.

 

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