HCA exam #3
Clinical Support Services in a Large Healthcare Organization - ANS DIAGNOSTIC
-audiology
-clinical lab
-consultative services
-diagnostic imaging
-electroencephalography
-electromyography
-telemedicine
THERAPEUTIC
-anesthesia
-blood bank
-nursing
-optometry
-ortho
-palliative
-pharmacy
-radiation therapy
-rehabilitation services
SOCIAL
-community support groups
-grief counseling
-pastoral care
-psy care
-social services
The purpose of clinical support services (CSS) - ANS provide its specialized services at a level
that fully meets patients' and care providers' needs.
The purpose of the HCO is to assist each CSS in achieving its purpose and to - ANS provide
each patient with exactly the set of services needed and integrate those services into an
excellent interprofessional plan of care.
functions of CSS - ANS 1. provide excellent care: through 4 processes (patient management
guidelines, functional protocols, scheduling systems, training)
2. maintain patient relationship: All CSSs have both patient and care provider customers.
emergency patients get priority.
, 3. maintain consultative relationship: CSSs must view care providers and interprofessional
teams as customers and recognize that care providers often have alternative sources.
4. plan and manage operations:
5. improve continuously
How does CSS meet the national academy of medicine goal of SEPT - ANS 1. patient
management guidelines: adopted by selection committees with CSS members. Specify when
CSSs are required, optional or not needed.
2. functional protocols: all CSS activities are learned processes that are formalized and scripted
as functional protocols.
3. scheduling systems:
4. training:
CSS must meet these different aspects of care needs, to complete an order (patient related
considerations) - ANS • Comprehensive. The CSS's level of service must match the
requirements of the patient management protocols.
• Accurate and effective. Errors in diagnostic tests create unnecessary costs and dangers for
patients. Care providers need to be confident in CSS results.
• Prompt. Delays in CSS prolong the care process, reducing efficiency. They also erode patient
satisfaction.
• Supportive of patient needs. The patients' overall response to the care, both clinically and in
terms of satisfaction, is often influenced by the CSS.
CSS must support these needs of the care team - ANS • Consultative advice. Each CSS is an
expert resource. Care providers need to rely on CSS expertise when questions arise about
individual patients.
• Guideline and protocol development. Many questions that emerge from adopting guidelines
require CSS participation to answer. Most protocols must be agreed to by the CSS involved.
• Training. CSS advances can change how care is given. Many procedures originated in CSS
but have moved to general usage; care providers must often be trained to do them. Various
procedures have complex implications for other parts of care, and care providers must be
trained to understand those interactions.
• Assistance with uninsured patients. The plans must be worked out in advance and specified in
the contract with the HCO (see the Plan and Manage Operations section on the next page).
The transformational culture for HCOs looking to impress CSSs is sustained by three elements:
- ANS 1. Responsive listening by senior leadership. Rounds should include CSSs, and CSS
associates should feel empowered.
2. Training for CSS managers. Just as nurse managers and logistic support leaders are trained
to be responsive listeners and to encourage empowerment, CSS managers should be trained.
Because of the small size of many CSSs, coaches and mentors come from other CSSs.
Clinical Support Services in a Large Healthcare Organization - ANS DIAGNOSTIC
-audiology
-clinical lab
-consultative services
-diagnostic imaging
-electroencephalography
-electromyography
-telemedicine
THERAPEUTIC
-anesthesia
-blood bank
-nursing
-optometry
-ortho
-palliative
-pharmacy
-radiation therapy
-rehabilitation services
SOCIAL
-community support groups
-grief counseling
-pastoral care
-psy care
-social services
The purpose of clinical support services (CSS) - ANS provide its specialized services at a level
that fully meets patients' and care providers' needs.
The purpose of the HCO is to assist each CSS in achieving its purpose and to - ANS provide
each patient with exactly the set of services needed and integrate those services into an
excellent interprofessional plan of care.
functions of CSS - ANS 1. provide excellent care: through 4 processes (patient management
guidelines, functional protocols, scheduling systems, training)
2. maintain patient relationship: All CSSs have both patient and care provider customers.
emergency patients get priority.
, 3. maintain consultative relationship: CSSs must view care providers and interprofessional
teams as customers and recognize that care providers often have alternative sources.
4. plan and manage operations:
5. improve continuously
How does CSS meet the national academy of medicine goal of SEPT - ANS 1. patient
management guidelines: adopted by selection committees with CSS members. Specify when
CSSs are required, optional or not needed.
2. functional protocols: all CSS activities are learned processes that are formalized and scripted
as functional protocols.
3. scheduling systems:
4. training:
CSS must meet these different aspects of care needs, to complete an order (patient related
considerations) - ANS • Comprehensive. The CSS's level of service must match the
requirements of the patient management protocols.
• Accurate and effective. Errors in diagnostic tests create unnecessary costs and dangers for
patients. Care providers need to be confident in CSS results.
• Prompt. Delays in CSS prolong the care process, reducing efficiency. They also erode patient
satisfaction.
• Supportive of patient needs. The patients' overall response to the care, both clinically and in
terms of satisfaction, is often influenced by the CSS.
CSS must support these needs of the care team - ANS • Consultative advice. Each CSS is an
expert resource. Care providers need to rely on CSS expertise when questions arise about
individual patients.
• Guideline and protocol development. Many questions that emerge from adopting guidelines
require CSS participation to answer. Most protocols must be agreed to by the CSS involved.
• Training. CSS advances can change how care is given. Many procedures originated in CSS
but have moved to general usage; care providers must often be trained to do them. Various
procedures have complex implications for other parts of care, and care providers must be
trained to understand those interactions.
• Assistance with uninsured patients. The plans must be worked out in advance and specified in
the contract with the HCO (see the Plan and Manage Operations section on the next page).
The transformational culture for HCOs looking to impress CSSs is sustained by three elements:
- ANS 1. Responsive listening by senior leadership. Rounds should include CSSs, and CSS
associates should feel empowered.
2. Training for CSS managers. Just as nurse managers and logistic support leaders are trained
to be responsive listeners and to encourage empowerment, CSS managers should be trained.
Because of the small size of many CSSs, coaches and mentors come from other CSSs.
