PAS teams use patient-focused care principles

In establishing its multi-function patient administrative services (PAS) teams, which are based on patient units and oversee accounts from preadmission to post-discharge, UCLA Medical Center used the following patient-focused care principles:

• Simplify work whenever possible.

Reduce the complexity of the paper and communication work flow.

• Reduce duplication of effort.

Identify the primary goals and tasks and assign them to one area and team.

• Provide a consistent and positive interface for all customers, including:

patients;

physicians;

review agencies;

patient caregivers;

billing services.

• Improve point of service.

Move the worker closer to the work.

• Be flexible.

Have enough flexibility to tailor the team to each unit’s model of care.

• Avoid rework.

Do it right the first time to avoid corrections later.