C-ICARE: A Proven Way to Increase Patient Satisfaction UCLA Hospital System will soon adopt C-ICARE, a provider-to-patient communication standard of "words that work" or "script" designed to improve the patient experience. "At a recent meeting, two nurses shared with me how patient anxiety levels seem to lessen when C-ICARE techniques were used, making it easier for nurses to provide care," said Mary Erbeznik, RN and staff lead for implementing C-ICARE. "Nurses from various units have already begun meeting about this initiative and it has been introduced to the Hospital Operations team." By following the C-ICARE (an easy-to-remember acronym, see sidebar for explanation) script, staff can quickly "connect" with patients and other customers to establish a mutually respectful avenue of communication, often leading to increased patient satisfaction levels. C-ICARE helps patients understand the point of their medical visit, what to expect and who is providing the service. Richard Chen, AN II, 5 East, conducted a study of 12 anxious patients who summoned assistance at a higher-than-average rate during 105 12-hour shifts. The results revealed that by using "words that work," there was an overall decrease in the number of times that these patients pressed the call light for assistance. Other institutions that have already implemented their own versions of C-ICARE have witnessed dramatic improvements in patient satisfaction quickly. For example, Baptist Health increased their patient satisfaction level from the mid-40th to the mid-90th percentile within six months. C-ICARE will be implemented throughout the Hospital System. Departments without direct patient care roles will adopt the principles to support their own operations.

Use C-ICARE to achieve service excellence. On every patient encounter, incorporate the following: Connect with patient by addressing them as Mr., Ms., Mrs., or by the name that the patient prefers. Introduce yourself and your role. Communicate to the patient what you are going to do, how long it will take, and the purpose. Ask and anticipate patient needs, questions or concerns. Respond to patient requests and questions with immediacy. Exit with an explanation to the patient of what to expect next.

Spotlight on:
Stewart and Lynda Resnick Neuropsychiatric Hospital
You may have noticed one of our hospitals has a new name: the Stewart and Lynda Resnick Neuropsychiatric Hospital at UCLA. Long-time champions of UCLA, The Resnick Family Foundation donated $15 million to support construction of the UCLA Westwood replacement hospital, which will move into when the facility opens in 2007. Stewart and Lynda Rae Resnick are the owners of Roll International Corporation, a Los Angeles-based firm whose holdings include Teleflora, POM Wonderful, Fiji Water, and the Franklin Mint.

With over 70,000 patient encounters and 5,000 inpatient days each year, the Resnick Neuropsychiatric Hospital serves as a major provider of care for mental and developmental disorders for the Southern California region, local community and UCLA campus. Additionally, patients from throughout the nation and world visit the hospital for its many outstanding clinical programs, including an excellent eating disorders program and the first geriatric psychiatry unit in the nation.

To support this volume of care, The Resnick Neuropsychiatric Hospital employs approximately 300 staff members, many of whom have many years of service at the institution. “I have enjoyed the people here most of all – including the patients, their families, the staff and the students. It’s just such a well-rounded environment that makes me feel energized, welcome, appreciated and where I can help others,” says Colleen Hellige, RN, director of Quality Management at the Resnick Neuropsychiatric Hospital. Colleen has worked both as a nurse and as an administrator at NPH, “I have been able to practice and grow in my profession in a very supportive setting.”

In addition to its dedicated staff, the hospital prides itself on always evaluating and advancing its services, as new treatment modalities are developed. For example, the Resnick Neuropsychiatric Hospital replaced its child psychiatry inpatient services with The ABC program (Achievement, Behavior and Cognition), a fresh focus on the most up-to-date, evidence-based treatments for conditions that include mood disorders, anxiety disorders and eating disorders, which are becoming more prevalent in this young patient population. The program has shown signs of treatment success very early in its operation and promises to be a financial success for the hospital as well.

Another leading program, The Resnick Neuropsychiatric Hospital’s Autism Evaluation Clinic is one of eight National Institutes of Health (NIH) Centers of Excellence in autism research, and the only center in California. The clinic has developed a new autism assessment protocol that draws on the expertise of a team of specialists in child psychology; speech, language and occupational therapy; and pediatric neurology. The team evaluates each child and incorporates the latest research findings into clinical practice. The report can be submitted to the child’s school. In addition, referrals can be provided to UCLA pediatric specialists in psychiatry, allergy immunology and gastrointestinal disorders.

With the winning combination of dedicated employees who seek to advance the field of neuropsychiatry and its unique and effective treatment programs, it’s no wonder that The Resnick Neuropsychiatric Hospital consistently ranks as the best in the Western United States by U.S. News & World Report in its annual guide to “America’s Best Hospitals.”

The Neuropsychiatric Hospital may have a new name, but the same dedicated staff continues to ensure that the same extraordinary care, research and education that the institution is renowned for, remains the same.[top]

Employee Opinion Survey Ends
All Raffle Winners Named
Employee Opinion Survey 2006 was extended by one week and officially ended on April 10. In total, over 5,000 employees - a response rate of 64.9 percent - participated.

"Thank you very much for the marvelous work you do every day to support our patients and our mission. You and your colleagues are the primary reason for our success, and we want to make certain that we are creating plans to better support your work. I would like to personally thank each of you who has taken the time to answer this survey. Your responses will help us set our priorities for the coming year and help us make sure that you have the support your need to do your jobs," said David L. Callender, MD, Associate Vice Chancellor and CEO of UCLA Hospital System.

Congratulations to the EOS raffle winners! Each of the employees listed below a prize from the following list:

iPods
Gift certificates to Ralphs, Best Buy, Trader Joe’s and Acapulco Restaurant
Emergency car safety kits
1-year membership to Wooden Recreation Center
1-week Bruin Camp for Kids summer camp

Teresa Bercier, Clinical Nurse, Santa Monica – UCLA Medical Center
Hermillio T. Burdios, Department of Nutrition
Lisa Carbonell, Clinical Nurse, Department of Nursing
Maria Carmen Cortes, Laboraotry Assistant, Pathology and Clinical Laboratories
Maria DiPaola, Senior Admnistrative Analyst, Santa Monica – UCLA Medical Center
Stephanie Diaz, Clinical Care Partner, Department of Nursing
Li Elliott, Department of Nursing
Nancy Escobedo, AN, Department of Nursing
Nancy Hall, Assistant Manager, Clinical Social Work
Helen (Honghang) He, Financial Systems
Sylvia Hooks, CN, Bowyer Center
Anne Horne, Clinical Nurse, Surgery
Margaret Konjevod, Sr. Psychiatric Technician, NPH
Michelle Lam, Clinical Nurse, Santa Monica – UCLA Medical Center
Betty Lee, Santa Monica – UCLA Medical Center, Nursing
Pat Levine, Respiratory Therapist, Respiratory Therapy
John Matthews, Program Analyst, MCCS
Melissa Milton, Medical Center Cashiering
Youlanda Mitchell, Radiology, Breast Imaging, Medical Plaza
Sanaz Hashemi Moosavi, Resource Team Nurse
Christine Morey, 2WNIC Nursing
Meena Natarajan, Transfusion Medicine
Patrick Onwuassor, Security, Santa Monica – UCLA Medical Center
Lorraine Patch, Director, Hospital Payroll
Sue Piervin, Medical Center Enterprise Applications Program
Denise Rees, Santa Monica – UCLA Medical Center, NICU
James Reynolds, Santa Monica – UCLA Medical Center
Pai Sailesh, Neurospsychiatric Hospital
Dip Singh, Custodian Supervisor, NPH
Christian Soli, Medical Facilities Electronic Technician, Clinical Engineering
Susan Sterkin, Administrative Assistant, Santa Monica – UCLA Medical Center
Cathy Stinson, Clinical Nurse, Department of Nursing
Arnie Tecson, Clinical Nurse, Santa Monica – UCLA Medical Center
Li-Ting Tong, Clinical Labs/Pathology
Arturo Tullo, Santa Monica – UCLA Medical Center
Heidi Vargas, Assistant Supervisor, Medical Consultation
Cindy Westhafer, Santa Monica – UCLA Medical Center, Nursing
Christiana Wreh, Santa Monica – UCLA Medical Cente
Evelyn Zablan, AN, Department of Nursing
Maria Zurbano, Clinical Laboratory Technician, Pathology and Clinical Laboratories [top]

Brighten the Day with New Spring Note Cards

UCLA now offers “Just Because” cards for any occasion, including Mother’s Day. Drawn by a pediatric heart transplant patient, the proceeds will benefit patients and their families at Mattel Children’s Hospital.

A package of 10 cards and matching envelopes are available for $10, including shipping. They will be available at hospital and Medical Plaza gift shops on April 25. For more information and to order, please visit www.healthcare.ucla.edu [top]

Save the Date!
Wellness Fair to Offer Fun, Food and Fitness

Need a neck massage? How about a mini yoga session? A guilt-free tasty snack? You’ll find these and more at the employee Wellness Fair, promises Patti Oliver, medical center director of nutrition and a Wellness Initiative lead.

“The purpose of the fair is to introduce our new Wellness Initiative and inform the staff of the many wellness opportunities on campus,” says Patti. Employees will be able to enjoy massages, yoga sessions, and food samples, along with bone density screenings and body fat analysis. Information on pilates, Tai Chi, meditation, spiritual care, and UCLA’s 50-plus program will be on hand. To add to the overall festivities, employees can expect free water bottles and a raffle to win pedometers and watches.

So that no one will miss out, two fairs are scheduled.

For the evening staff:
Thursday, May 11, 8:00 to 10:00 pm at Café Med

For the daytime staff:
Friday, May 12, 10:00 am to 2:00 pm near the front entrance to the Medical Center [top]