HUC Staffing LevelsUW-Hospital and Clinics

Best Practices – March 7, 2000

Team UJeanette Amanda

Agatha ChenMiko HadikusumaAsha Ramnarine

IE 476 - Team U HUC Staffing Levels 2

Problem Statement The role of the HUC needs to be

restructured to improve efficiency and effectiveness in accomplishing tasks. Low job satisfaction High turnover rate Errors Customer dissatisfaction

IE 476 - Team U HUC Staffing Levels 3

Best Practices Hospitals UHC affiliations

Similar setting, across the nation Network survey

Mayo Clinic Highly respected, best in nation Phone survey

St. Mary’s Hospital Similar setting, same region Benchmarking visit

IE 476 - Team U HUC Staffing Levels 4

Benchmarking Characteristics Survey topics

Staffing schedule & levels Turnover rate Responsibilities Training programs Educational background Other observations

IE 476 - Team U HUC Staffing Levels 5

Staffing Schedule & Levels Similarities

~60% staff all shifts Most have 1 HUC per unit

Differences ~40% staff day and evenings only 2 HUCs per unit PT floaters Base # of HUCs on unit size

IE 476 - Team U HUC Staffing Levels 6

Turnover Rate Similarities

HIGH!!! Low job satisfaction Difficulty filling position

IE 476 - Team U HUC Staffing Levels 7

Responsibilities Similarities

Entering physician and diagnostic orders Receptionist duties Transcription Most have no direct care

Differences Medical staff verifies orders Physician enters orders directly Some have direct care

IE 476 - Team U HUC Staffing Levels 8

Training Programs Similarities

General hospital orientation Specific unit training

Differences Training period: 4 hours – 6 weeks Cross train technicians, nursing

assistants Standard test to show competence

IE 476 - Team U HUC Staffing Levels 9

Educational Background Similarities

Knowledge of medical terminology Differences

Experience Local community college

program/degree No previous knowledge

IE 476 - Team U HUC Staffing Levels 10

Other Observations Levels of HUC Restructuring HUC position

Better pay, upgrade job description Similar interruptions Workload management courses Better workstation design

IE 476 - Team U HUC Staffing Levels 11

Elements to Incorporate Floaters, additional HUCs based on

size Direct order entry by physicians Workload management courses

IE 476 - Team U HUC Staffing Levels 12

Elements to Not Incorporate Cross-training to direct care Eliminating night-shift HUC Training and education

requirements

IE 476 - Team U HUC Staffing Levels 13

Best Practices Lessons Hospitals everywhere face similar

situations with HUCs Upgrade position to combat high

turnover, low job satisfaction Need to review duties and identify

sources of stress

QUESTIONS OR COMMENTS?