Software Services

    Hospital Software Solutions is proud to offer the Active Management Operating System suite of modules

·        Active Management Operating System^TM

o   The Active Management Operating System^TM 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 and Dashboard Metrics