Scope of Service

Types and ages of patients served

The UCLA Health Security & Parking Services Department (colloquially, the Security Department) recognizes as its internal customers all employees, patients, students, faculty and visitors who are found within the Ronald Reagan UCLA Medical Center, Resnick Neuropsychiatric Hospital, Center for the Health Sciences, UCLA Santa Monica Medical Center and 100/200/300 Medical Plazas. The Security Department also recognizes its external customers as vendors, persons representing outside companies, and local, state, and federal government representatives. The Security Department provides many services to persons of all ages. Those services include, but are not limited to: 

• Access Control and Public Area Surveillance
• Alarm Monitoring and Response
• Hospital Policy Enforcement
• Citizen/Visitor assistance and way-finding support
• Cash Detail Escorts
• Open Door Requests
• Child Abduction Prevention
• 24 hour Staffing Emergency Department
• 24 Hour employee and citizen escorts
• Emergency Incident Dispatch and Response (to include fire alarms)
• Medical Aid Response (escort ED staff emergency responders and equipment)
• General Patrol (Internal and Perimeter)
• Helipad Response
• Lock/Unlock Ronald Reagan UCLA Medical Center and Medical Plazas
• Intake and co-management of psychiatric patients in the emergency department
• Lost and Found Processing
• Identification and Live Scan Services
• Decedent Affairs Support
• Threat Assessments
• Community and Employee Education (to include Violence in the Workplace and Active Shooter training)
• Liaison with Law Enforcement Personnel (to include Forensic Education)
• Support for Hostile Terminations and Patient/Visitor Disruptive Behavior Situations
• Parking Assignments (SMUCLA)
• Fire Response (SMUCLA)
• Parking Enforcement (SMUCLA)
• Valet Services (SMUCLA)
• After Hours Visitor Parking (SMUCLA)
• Rideshare Coordination and Services (SMUCLA) 

Scope and complexity of patient care needs

The function of the Security Department is to provide 24-hour security services to the Ronald Reagan UCLA Medical Center, Resnick Neuropsychiatric Hospital, Center for the Health Sciences, UCLA Santa Monica Medical Center and 100/200/300 Medical Plazas. Security services support the fire/safety programs, Joint Commission Standards specific to the Environment of Care, and all regulatory agency requirements.

Types of staff available to serve the patient

Security Supervisors, Senior Security Officers and Security Officers are required to possess and keep current the following credentials: State Department of Consumer Affairs California Guard Card, Chemical Agent and CPR certifications, and a valid California Driver's License. Each are provided annual training to include but not limited to Prevention and Management of Assaultive Behavior, Bloodborne Pathogens, Infection Control, Restraint Techniques and as needed security specific training e.g. Officer Survival, Weaponless Defense, etc. The Security Department provides security services 24 hours a day, 7 days a week. The current staffing levels provide 26 security officers, 2 Sr. Security Officers, 7 dispatchers, and 5 Supervisors and 9 security officers and 1 supervisor at the Center for the Health Sciences. The department also utilizes three administrative personnel to administer the lost and found, live scan, and photo identification/access control programs as well as an administrative and operations manager, and shared (both campuses) director and training coordinator.

Methods used to assess and meet patients' care needs

Bi-annually the Security Department surveys its customers using a questionnaire. The results from these surveys are analyzed for performance improvement opportunities. Additionally, the Security Department assembles multi-disciplinary focus groups as required to address and improve customer satisfaction, quality, and cost effectiveness of services provided. The Security Department also monitors performance metrics and performance improvement initiatives.

Extent to which the level of care or service provided meets patients' needs

The Security Department provides services to the extent that all department goals are met by providing staff, patients, and visitors with a safe and secure environment in a courteous, efficient, and professional manner, appropriate for providing quality patient care, medical research, and education.