UVA PX Charter (Combined)

1. UVA PX Charter (Combined) We will treat patients and patient’s family as partners, with respect and dignity in the safest environment. We value the expertise, preferences and culture of each individual and family. These features form the basis for communication and caring relationships • Our behaviors, actions and decisions will focus on patient and patient family needs • Our processes will be centered around patient and patient family needs • Our infrastructure will support patient and patient family convenience and efficiency of service

2. Strategic Themes – Combined (draft) • Patient access to healthcare environment will be open and friendly • Therapeutic communication will be proactive and timely • With patients and family • With each other • The patient interaction will be clearly defined, standardized and applied across the care continuum (through Lean principles and other tools) • Levering data to drive experience and outcomes • Info to characterize and customize • IT to support the patient

3. Breakthrough Objectives Combined (draft) • Patient Centered Scheduling • Standardize access to clinical scheduling • Call center(s), Apps, self scheduling • Single point of coordination • Goal: 100% of patients have self-scheduling options • Service and Behavior Standards and Training • 100% compliance and accountability • Goal: 100% of staff/physicians committed and use service standards in all patient and patient family interactions

4. Breakthrough Objectives Combined (draft) • Individualized Plan of Care Within a Standardized Framework (Team 1) • EMR- Patient preferences captured and available to care team • Patient and family know what will happen, when and who to seek out for questions • Goal: 100% of patients will receive an itinerary or plan of the day (inpatient and outpatient) OR • Seemliness Care Coordination/Zero Readmission (Team A) • Goal: 100% of patients will have seamless care coordination with Zero readmission rates