SEPTEMBER 2011 MEMBER SPOTLIGHT
Director, Patient Affairs
UCLA Health System
Los Angeles, California
WHAT ARE YOUR KEY RESPONSIBILITIES?
Execute patient experience/service culture strategey; Patient Satifaction Measurement, Partner with clinicians to improve HCAHPS, Patient relations/ Liaisons, Volunteer Services Department, Interpreter Services, Patient and Family Guest House, "front door” hospitality services.
WHAT HAS BEEN YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR CURRENT ROLE?
Being part of the team that has succeeded in focusing all UCLA staff, physicians and volunteers to "Heal humankind, one patient at a time, by improving health, alleviating suffering, and delivering random acts of kindness.”
WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?
It is very hard to achieve excellence in areas which the HCAHPS composites measure. It's very difficult to identify best practices in these areas and then pilot, spread and sustaining them in all our patient care areas.
WHAT ARE YOUR VIEWS OF THE FUTURE IN ADDRESSING PATIENT EXPERIENCE?
Catylized by HCAHPS, VBP, and other payor driven pressures, healthcare professionals and administrators will find improved ways to partner with patients and families to create medical care delivery models which are patient-centered, which allow patients to be true partners in their healthcare.
WHAT DO YOU DO FOR FUN WHEN NOT FOCUSING ON THE PATIENT EXPERIENCE?
Share family time, hike, follow college football and grow my vinyl collection of Jazz, rock and Latino music.
WHY DID YOU CHOOSE TO BECOME A MEMBER OF THE BERYL INSTITUTE?
One practice for becoming the best is to spend time with and learn from the best.
Tony is a member of The Beryl Institute Advisory Board, and currently helping coordinate the November 3, 2011 Regional Roundtable to be held at UCLA Campus and Ronald Reagan UCLA Medical Center.