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