Over the past six months, Ambulatory employees have been focused almost exclusively on the UTMB Connect project, in training, building templates, refining workflows, converting appointments, and finally the April 6, 2013 go-live. This focus has enabled the Health System to achieve or exceed the milestones set out for the project; and while there will still be many adjustments and “tweaks” as we learn Epic and add features to improve patient care, we are moving from an implementation phase into an operational (business as usual) phase. All Ambulatory employees have done an outstanding job in supporting the transition of the revenue cycle to Epic, and, together with the AVPs and directors, I want to thank you for your commitment and hard work. I have been so impressed with your positive attitudes, as I have rounded in the clinics. As one PSS said to me, “I already love Epic and I am still learning all it can do.”
As we wind down from the stress of the UTMB Connect go-live, we need to concentrate on customer service and addressing some of our Patient Satisfaction issues identified in our Press Ganey surveys. The Ambulatory overall score has been relatively flat for the past few months, and this is good work considering the major changes that have been implemented, but we now need to work on moving the score up again. Many clinics have specific performance improvement projects which are beginning to show results, but one thing we can all do is concentrate on some customer service basics.
I am attaching a flyer that will remind us all of the AIDET principles, Every Patient, Every Encounter, Every Time. Please review these principles and use them every day as we interact with our patients, referring physicians and internal and external customers.
Thank you again for your commitment to excellent patient care.
Chief Ambulatory Operations Officer
UTMB Health System
301 University Blvd., Galveston, TX 77555-0132
F 409.266.2020 E firstname.lastname@example.org
Dwana De’Lynn Edison — Patient Access Specialist with the Access Center, Rhonda James — Medical Assistant at Bay Colony ENT, and Linda Garcia —Medical Assistant at Bay Colony Pediatrics.
Clara Miller —MA with Island Pediatrics, and Elizabeth McDaniel—Patient Access Specialist at the Access Center.
Nina Shutt —Medical Assistant with Family Medicine Island West, Candice Brandsma —Vocational Nurse at PCP Pediatrics and Josephine Edwards —Nurse Clinician III with Family Medicine PCP.
Jennifer Wright—Practice Manager with Multi-Specialty Center and Starks Diabetes Clinic , Rhonda Gray —Phlebotomist I on 5th Floor Specialty UHC, and Lori Korndorffer – Administrative Secretary with Specialty Care Center at Victory Lakes.
Welcome to UTMB Health! Thanks for making a great organization even better!!
Deb McGrew and I are pleased to announce that after a national search, Ann O’Connell has accepted the position of Vice President for Ambulatory Operations, effective July 15, 2013. Ann will come to UTMB for a week in June to work on a transition with Diana Browning, who is retiring on June 30, 2013.
Ann is currently the Vice President for Ambulatory Care at Oregon Health Sciences University (OHSU), a position she has held since 2009. She joined the OHSU team in 1989. In her current position, she manages more than 60 ambulatory practices with more than 1000 physicians and 2000 staff who see over 750,000 patient visits annually. Ann supervises all of the directors and ambulatory practice managers and has full responsibility for a $120M operation.
During her tenure, Ann has focused a great deal of time and attention on developing and implementing a comprehensive quality plan for ambulatory care that addresses patient satisfaction, clinical quality, access and cost. Ann and her team have successfully standardized and streamlined the referral management process across the network which resulted in patient access improvements. She has experience in developing and implementing new models of ambulatory care that are needed in a health reformed environment. Ann led OHSU’s three medical home demonstration projects resulting in very innovative changes in the models of care. These projects have been acknowledged at the state and local level and have been replicated in many other practices.
A nurse by training, Ann’s early career was spent as a Surgical Nurse and as a Clinical Nurse Specialist. Early in her career at OHSU Ann moved from nursing to administration. She spent time in recruitment at OHSU’s School of Nursing and then served as program director for OHSU’s Nursing Personnel and Support Services. This work in human resources prepared Ann well for the challenges of managing staff in the ambulatory world.
Ann received her Bachelor’s degree in Nursing and her Master’s degree in Nursing Administration from East Carolina University in Greenville, North Carolina; and her Master’s degree in Healthcare Management from Oregon Health Sciences University. In 2007, Ann received the OHSU Ambulatory Nurse Leader of the Year award and in 2013 the ROSE Award for recognition of Outstanding Service Excellence.
She and her husband, Kevin, are looking forward to moving to Galveston. I know you all will join Deb and me in welcoming them to UTMB.
Donna K. Sollenberger
Executive Vice President and Chief Executive Officer,
On Saturday, May 18th Ambulatory hosted a Community Health Fair followed by an afternoon of fun at our Annual Ambulatory Employee Picnic. It was a beautiful day! Thank you to all those who participated and helped.
Celebrating Nurses Week and Hospital Week together, as UTMB is doing this week, provides a great opportunity to thank our Ambulatory employees for their commitment and dedication to providing excellent patient care and continuing to work together to work wonders. There are many events planned for the clinics, including a Kolache breakfast on Tuesday, Daisy Award presentations, birthday cakes on Friday celebrating the 193rd anniversary of Florence Nightingale’s birthday (May 12, 1820) and the UTMB Ambulatory employee family picnic on Saturday, May 18, 2013.
These past three months have been a time of great change and challenge, implementing the UTMB Connect project. This has meant that you all have continued to provide excellent patient care, while attending training, converting appointments, working in two systems, learning new workflows and supporting our physicians. I am especially proud of the work you all did over the two weekends in March, when future appointments in Invision were moved over to Epic. Now we are all working in one system, and are all “connected” (registration, scheduling, EMR and billing). You are all contributing to refining the workflows for charge capture, template maintenance, insurance verification and many other processes. When I round in the clinics, you are all so positive and participative, and have ensured that this has been a very interactive change process.
So let’s take this week to recognize our achievements over the past year, and especially the last few months.
Diana Browning Chief Ambulatory Operations Officer UTMB Health System
Alvin Pediatrics participated in Alvin’s Annual Frontier Day Parade which was held on April 27, 2013. The team at Alvin Pediatrics created a float that earned them ”Best Public Service” award. Frontier Day is a tradition in Alvin, and it is good family-style entertainment enjoyed by visitors from surrounding communities.