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What is a Patient Liaison?
The Patient Liaisons of the UCLA Health System are available to assist patients and their family with any non-medical question or concern. They assist patients and their family members with various concerns that relate to their overall experience at UCLA. Such issues may include, but are not limited to, quality of care, staff interactions, access to care and general assistance and information. All interactions between Patients, or their representative, and our Patient Liaison's are kept confidential.
Their goal is to make your experience at the Ronald Reagan UCLA Medical Center as pleasant and comfortable as possible.
These goals are accomplished by providing the following services:
- Interpret, clarify, and simplify the UCLA Health System for patients
- Provide and explain the California Advance Health Care Directive to patients and their family
- Educate staff and patients about patient rights and responsibilities
- Facilitate communication between patients, their family, and their care providers
- Notary Public services provided for documents relevant to UCLA Health System and the Advance Health Care Directive
To contact a Patient Liaison, please call Ronald Reagan UCLA Medical Center Patient Affairs at (310) 267-9113.
Patient Rights & Responsibilities
Advance Directive
An Advance Health Care Directive is a legal document which allows you to appoint an individual to make healthcare decisions on your behalf in the event you are unable to do so yourself. It also allows you the opportunity to state your wishes about the medical treatment which you do or do not want. We recommend that you discuss the advance health care directive with your spouse, family members, spiritual advisor, and doctor while you are feeling well and thinking clearly. Although the involvement of a lawyer is not required, some people choose to accomplish this in conjunction with wills and estate planning.
For more information, please contact your healthcare provider or the Patient Relations department at (310) 267-9113. You may also visit our UCLA Center for Humane and Ethical Care (CHEC v) website for more information and to download a copy of the advance directive in English, Spanish or Chinese.
Patient Satisfaction at Ronald Reagan UCLA Medical Center (Westwood)
UCLA Health System is actively listening to patients and using this information to improve care. Our leadership's ongoing commitment to patient satisfaction brought about the implementation of two new measurement tools in 2000. A new inpatient satisfaction vendor, National Research Corporation, was selected and the new tool is now tailored to each patient's experience. Doctors, nurses and other staff are provided with more timely patient satisfaction data that they can use to improve the care they provide patients.
In ambulatory care, we began using a new patient survey tool that provides patient satisfaction data to over 30 treatment areas and practice plan directors and managers. They now have the ability to assess system-wide satisfaction and are better able to identify areas for improvement. Patients are asked about access, clinic wait, reception, clinical care, communication, courtesy, overall quality and clinic-specific issues.
Also in 2000, UCLA Healthcare joined several hospitals and medical groups that participated in patient satisfaction projects that publicly released results in late summer 2001. The Patients Evaluation of Performance in California (PEP-C) enlisted 115 hospitals across the state that are dedicated to improving hospital care. Data from the Westwood Hospital's participation in PEP-C showed that overall patient satisfaction was higher than the PEP-C Overall average. The UCLA Medical Group also joined the Pacific Business Group on Health's Consumer Assessment Survey, which includes medical groups across the state of California and the Pacific Northwest. The public release of patient satisfaction data through statewide and regional projects is expected to continue in 2002.
If you have questions or would like further information about patient satisfaction at UCLA, please contact us at: PtSat@mednet.ucla.edu.
