ARC(Assessing Residents’ CI-CARE) initially began as the HOPE(Help Optimize the Patient Experience) Project with its primary goal of improving patient satisfaction through the usage of patient surveys. Patients were surveyed about the interactions they had with their nurses and physicians. In July of 2006, ARC officially replaced HOPE, as the organization had begun partnering with the David Geffen School of Medicine at UCLA. These surveys provided a way of evaluating the success of CI-CARE implementation and were instrumental in emphasizing the importance of physician communication and interaction with patients and their families. Initially, ARC members provided DGSOM’s Program Directors with resident evaluations in four departments: Surgery, Medicine, Pediatrics, and OBGYN. Since then, ARC has added: Neurology, Family Medicine, Neurosurgery, Orthopaedic Surgery, Head & Neck Surgery, and Urology. We have begun piloting feedback about Hospitalist attending physicians.
ARC extended its services to the UCLA Medical Center, Santa Monica. ARC continues to actively assist the RPDs (Residency Program Directors) in meeting the ACGME (Accreditation Council for Graduate Medical Education) requirements. The surveys conducted by each volunteer help contribute to a 360 degree evaluation of our residents and provide highly reliable patient feedback about patients’ hospital experience to the UCLA Health Leadership and to the Dean of the David Geffen School of Medicine. Currently, ARC is the first program of its kind that extensively tracks this type of information and feedback. ARC has grown quickly since its inception in 2006. Although the program has the help and support of many of the faculty and staff at UCLA, ARC is still largely student-run. From an initially small group of volunteers, ARC has grown into a fully-fledged student volunteer organization that is on the cutting edge of physician-patient communication and feedback.