1 00:00:01,040 --> 00:00:04,480 This is Scott Becker with the Beckers Healthcare 2 00:00:04,480 --> 00:00:04,980 Podcast. 3 00:00:05,440 --> 00:00:07,759 I I've got the complete pleasure today to 4 00:00:07,759 --> 00:00:09,619 speak to a remarkable leader. 5 00:00:10,000 --> 00:00:12,500 We're talking today to Ellington Jones. 6 00:00:12,814 --> 00:00:14,514 Ellington is the chief administrative 7 00:00:14,814 --> 00:00:17,614 officer at UC San Diego Health. UC San 8 00:00:17,614 --> 00:00:19,695 Diego Health, part of the UC system, a 9 00:00:19,695 --> 00:00:20,914 magnificent system. 10 00:00:21,294 --> 00:00:23,535 Ellington, can you take a moment and tell 11 00:00:23,535 --> 00:00:25,375 us a little bit about yourself and and 12 00:00:25,375 --> 00:00:26,914 about UC San Diego? 13 00:00:28,239 --> 00:00:28,739 Absolutely. 14 00:00:29,120 --> 00:00:30,480 First, you know, I have to start by 15 00:00:30,480 --> 00:00:32,240 saying, you know, thank you, Scott. You know, 16 00:00:32,240 --> 00:00:34,000 I've been listening since the early days when 17 00:00:34,000 --> 00:00:35,359 you were just getting this thing off the 18 00:00:35,359 --> 00:00:37,140 ground. And, man, what a, 19 00:00:37,520 --> 00:00:38,420 what a remarkable, 20 00:00:39,200 --> 00:00:41,359 podcast that you've built. And it gives folks 21 00:00:41,359 --> 00:00:43,835 like me a platform to share their experiences 22 00:00:43,835 --> 00:00:45,515 in this industry. Many of us, you know, 23 00:00:45,515 --> 00:00:47,914 we don't really have the opportunity to network 24 00:00:47,914 --> 00:00:49,594 as much as we'd like. So it gives 25 00:00:49,594 --> 00:00:51,274 us a chance to hear about, you know, 26 00:00:51,274 --> 00:00:53,034 what's transpiring out there. So thank you for 27 00:00:53,034 --> 00:00:53,935 this, and congratulations. 28 00:00:56,149 --> 00:00:57,989 Well, thank you. Thank you very, very much. 29 00:00:57,989 --> 00:00:59,909 It's it's our goal is to amplify great 30 00:00:59,909 --> 00:01:01,509 health system leaders and great health systems. So 31 00:01:01,509 --> 00:01:03,189 thank you so much for joining us. Now, 32 00:01:03,189 --> 00:01:04,950 like, to tell us about yourself and about 33 00:01:04,950 --> 00:01:08,229 UC San Diego. Yeah. For sure. So, I'm 34 00:01:08,229 --> 00:01:10,469 Ellington Jones. I currently serve as the chief 35 00:01:10,469 --> 00:01:13,174 administrative officer for for Surgical Specialties here at 36 00:01:13,174 --> 00:01:14,394 UC San Diego Health. 37 00:01:14,775 --> 00:01:16,075 We have three other, 38 00:01:16,375 --> 00:01:18,775 exceptional CAOs in our system, and each of 39 00:01:18,775 --> 00:01:20,875 us partner with our institutional leaders, 40 00:01:21,494 --> 00:01:23,575 our department chairs over in the school of 41 00:01:23,575 --> 00:01:25,894 medicine, and we oversee our ambulatory and service 42 00:01:25,894 --> 00:01:27,435 line operations and strategy, 43 00:01:29,310 --> 00:01:30,930 for all of our clinical enterprise. 44 00:01:31,549 --> 00:01:34,829 So my portfolio is, soup with four o's. 45 00:01:34,829 --> 00:01:36,750 We come up with these crazy acronyms so 46 00:01:36,750 --> 00:01:38,129 they can remember everything. 47 00:01:39,069 --> 00:01:40,369 Surgery, OBGYN, 48 00:01:40,954 --> 00:01:42,734 ophthalmology, orthopedics, otolaryngology, 49 00:01:43,194 --> 00:01:43,694 urology, 50 00:01:44,075 --> 00:01:45,614 and I also work with our pediatric, 51 00:01:46,075 --> 00:01:46,575 faculty. 52 00:01:47,355 --> 00:01:50,234 We'll do about 12,000 annual admissions in our 53 00:01:50,234 --> 00:01:50,734 services, 54 00:01:51,754 --> 00:01:53,754 close to 400,000 55 00:01:53,754 --> 00:01:54,734 outpatient visits, 56 00:01:55,530 --> 00:01:58,010 19,000 surgeries annually, and we get to work 57 00:01:58,010 --> 00:01:59,870 with, a 155 58 00:02:00,010 --> 00:02:01,630 brilliant academic faculty, 59 00:02:02,329 --> 00:02:03,950 here at UC San Diego Health. 60 00:02:04,409 --> 00:02:04,909 Before, 61 00:02:05,609 --> 00:02:08,895 joining UCSD, I had some great, great experiences, 62 00:02:09,915 --> 00:02:12,634 in academic medicine at UChicago Medicine where I 63 00:02:12,634 --> 00:02:15,194 was the executive director of Digestive Diseases there. 64 00:02:15,194 --> 00:02:16,094 It's an exceptional 65 00:02:16,555 --> 00:02:18,175 institution, which I'm sure you're, 66 00:02:18,715 --> 00:02:21,854 aware of, in this, Greater Chicagoland area. 67 00:02:22,699 --> 00:02:23,819 And then prior to that, I was at 68 00:02:23,819 --> 00:02:25,580 Tenet Healthcare where I got to serve in 69 00:02:25,580 --> 00:02:26,479 various roles 70 00:02:26,780 --> 00:02:29,580 from fellow to an, a national role in 71 00:02:29,580 --> 00:02:31,740 service line strategy. And it's also, 72 00:02:32,539 --> 00:02:34,620 I learned a lot about health care, working 73 00:02:34,620 --> 00:02:36,860 for Tenet. It's also a great organization as 74 00:02:36,860 --> 00:02:37,360 well. 75 00:02:38,104 --> 00:02:40,824 Just fantastic. And and take a moment, Ellington, 76 00:02:40,824 --> 00:02:43,245 because you've had this great career, great institutions, 77 00:02:43,784 --> 00:02:46,125 and and just continue to thrive and grow. 78 00:02:47,384 --> 00:02:49,224 Before we talk about trends and where you're 79 00:02:49,224 --> 00:02:50,044 most focused, 80 00:02:50,504 --> 00:02:52,719 take a moment and give us what's your 81 00:02:52,719 --> 00:02:54,879 best advice you give to emerging leaders? What 82 00:02:54,879 --> 00:02:56,020 do you tell emerging leaders 83 00:02:56,480 --> 00:02:57,939 trying to impactful careers? 84 00:02:59,200 --> 00:02:59,939 Oh, man. 85 00:03:00,800 --> 00:03:02,960 You know, it doesn't seem that long ago 86 00:03:02,960 --> 00:03:05,324 I was this big eyed MHA student just 87 00:03:05,485 --> 00:03:07,084 graduating, wondering, you know, what the moral of 88 00:03:07,084 --> 00:03:08,604 health care was all about. And I could 89 00:03:08,604 --> 00:03:09,264 tell you, 90 00:03:09,564 --> 00:03:12,044 you don't really appreciate everything until you, you 91 00:03:12,044 --> 00:03:13,584 know, you're several years in. 92 00:03:13,965 --> 00:03:15,185 I guess I have four, 93 00:03:15,644 --> 00:03:17,644 I four big ones that I always keep 94 00:03:17,644 --> 00:03:18,925 in the back of mind. The first one 95 00:03:18,925 --> 00:03:20,550 is just be positive. You know, have some 96 00:03:20,550 --> 00:03:22,810 levity in your collaboration with others. 97 00:03:23,830 --> 00:03:27,110 Positivity is the most strategic attribute, I think, 98 00:03:27,110 --> 00:03:28,810 that you can possess in leadership. 99 00:03:29,189 --> 00:03:31,129 No one wants to be around someone who, 100 00:03:32,150 --> 00:03:34,835 you know, always has something negative or is 101 00:03:34,835 --> 00:03:37,495 always pointing out problems with no solutions. Right? 102 00:03:37,715 --> 00:03:39,094 People in this industry 103 00:03:39,474 --> 00:03:40,615 are drawn 104 00:03:41,395 --> 00:03:42,694 to help and support. 105 00:03:42,995 --> 00:03:45,814 Right? And definitely more so if they feel 106 00:03:46,310 --> 00:03:46,810 appreciated. 107 00:03:47,590 --> 00:03:50,310 So positivity leads to growth. Collaboration leads to 108 00:03:50,310 --> 00:03:51,129 stronger relationships. 109 00:03:51,510 --> 00:03:53,770 I'd also say learn how to manage, 110 00:03:54,150 --> 00:03:54,889 your stakeholders, 111 00:03:55,669 --> 00:03:57,050 in health care. Right? 112 00:03:57,669 --> 00:04:00,724 Particularly in academic medicine. You know, we've got 113 00:04:00,724 --> 00:04:02,985 our physicians, nurses, other administrators, 114 00:04:03,444 --> 00:04:06,185 researchers, community partners, they all have different goals. 115 00:04:06,485 --> 00:04:08,405 They all speak different languages. And as you 116 00:04:08,405 --> 00:04:09,465 move up in the organization, 117 00:04:10,405 --> 00:04:11,544 the list of stakeholders 118 00:04:12,180 --> 00:04:15,139 that you're tasked with, partnering with that becomes 119 00:04:15,139 --> 00:04:16,420 longer. Right? And so you have to be 120 00:04:16,420 --> 00:04:17,800 able to manage your time. 121 00:04:18,660 --> 00:04:20,420 And trust me, you know, they'll they'll they'll 122 00:04:20,420 --> 00:04:21,300 remind you, 123 00:04:21,939 --> 00:04:24,519 when, they're not getting, what they need. 124 00:04:25,764 --> 00:04:28,585 The other one I would probably say is 125 00:04:28,805 --> 00:04:31,444 hone your emotional intelligence and executive presence. I 126 00:04:31,444 --> 00:04:32,824 know those those are kinda buzzwordy, 127 00:04:33,685 --> 00:04:36,004 but, you know, in health care, you're leading 128 00:04:36,004 --> 00:04:36,504 brilliant, 129 00:04:36,805 --> 00:04:37,865 passionate people 130 00:04:38,324 --> 00:04:38,824 through 131 00:04:39,930 --> 00:04:41,930 life and death decisions. You know, every single 132 00:04:41,930 --> 00:04:44,110 day, you don't really realize it at first. 133 00:04:44,650 --> 00:04:47,930 And your emotional intelligence isn't just, you know, 134 00:04:47,930 --> 00:04:50,990 a soft skill. It's it's really your superpower 135 00:04:51,129 --> 00:04:52,904 as as an administrator. And, 136 00:04:53,305 --> 00:04:53,884 you know, 137 00:04:54,264 --> 00:04:55,944 just the other day, you know, we had 138 00:04:55,944 --> 00:04:58,105 a physician who pretty much worked a thirty 139 00:04:58,105 --> 00:05:00,345 hour day, and it's kinda like just reading 140 00:05:00,345 --> 00:05:02,824 that exhaustion, you know, maybe a surgery went 141 00:05:02,824 --> 00:05:04,745 wrong, and now a research grant got cut. 142 00:05:04,745 --> 00:05:07,479 And, you know, in in our ED, we've 143 00:05:07,479 --> 00:05:08,680 seen a 32% 144 00:05:08,680 --> 00:05:10,139 increase in ED volume, 145 00:05:11,319 --> 00:05:13,500 over the last couple of years. 146 00:05:13,959 --> 00:05:15,879 And when we round in the ED, we'll 147 00:05:15,879 --> 00:05:17,639 see, you know, nurses dealing with the PAC 148 00:05:17,639 --> 00:05:19,800 ED, then they've gotta turn around and deliver 149 00:05:19,800 --> 00:05:21,979 a crucial update to an anxious family. So 150 00:05:22,595 --> 00:05:25,394 giving them the space to express their feelings, 151 00:05:25,394 --> 00:05:27,394 but managing your response to that in a 152 00:05:27,394 --> 00:05:28,295 way that's productive. 153 00:05:29,955 --> 00:05:31,714 Thank you very, very much. No. I I 154 00:05:31,714 --> 00:05:34,035 love that advice quite frankly. And taking people 155 00:05:34,035 --> 00:05:35,814 where they're at, reading the room, 156 00:05:36,120 --> 00:05:37,339 trying to be supportive, 157 00:05:37,879 --> 00:05:39,959 because things aren't always easy. And sometimes you 158 00:05:39,959 --> 00:05:41,639 don't know what's going on in somebody's life 159 00:05:41,639 --> 00:05:43,720 that they're working with and and trying to 160 00:05:43,720 --> 00:05:45,639 just read that well and handle it well. 161 00:05:45,639 --> 00:05:47,980 I love that. Talk a little bit about 162 00:05:48,279 --> 00:05:49,319 there's so much, 163 00:05:50,294 --> 00:05:52,794 information coming out and not coming out, 164 00:05:53,095 --> 00:05:54,634 about what might happen to reimbursement, 165 00:05:55,095 --> 00:05:58,055 about different challenges, access, and so forth. What 166 00:05:58,055 --> 00:06:00,214 are you most focused on and excited about 167 00:06:00,214 --> 00:06:02,294 currently Ellington? Where are you most focused and 168 00:06:02,294 --> 00:06:02,794 excited? 169 00:06:04,139 --> 00:06:06,560 Yeah, Scott. So there's a lot to be 170 00:06:06,860 --> 00:06:07,759 excited about, 171 00:06:08,300 --> 00:06:09,339 in health care, 172 00:06:09,819 --> 00:06:11,899 nowadays. I I think we're probably in the 173 00:06:11,899 --> 00:06:12,399 most, 174 00:06:12,860 --> 00:06:15,899 game changing era in the industry and particularly 175 00:06:15,899 --> 00:06:17,439 here at UC San Diego Health. 176 00:06:19,375 --> 00:06:21,454 And, you know, it's all led by our 177 00:06:21,454 --> 00:06:22,194 our really, 178 00:06:22,735 --> 00:06:25,615 exceptional CEO, Patty Mason, and I'm just thrilled 179 00:06:25,615 --> 00:06:26,675 to be a part of it. 180 00:06:27,055 --> 00:06:28,754 I'd take a few things, 181 00:06:29,375 --> 00:06:30,595 in in my sphere, 182 00:06:31,134 --> 00:06:31,794 and it's 183 00:06:32,095 --> 00:06:33,954 AI. You know, have a game plan 184 00:06:34,289 --> 00:06:35,669 for AI. You know, 185 00:06:35,970 --> 00:06:36,470 we're 186 00:06:36,930 --> 00:06:38,310 looking at it strategically. 187 00:06:39,329 --> 00:06:40,229 So for example, 188 00:06:41,729 --> 00:06:42,470 note taking. 189 00:06:43,009 --> 00:06:43,909 We implemented 190 00:06:44,209 --> 00:06:44,709 a 191 00:06:45,089 --> 00:06:48,129 pilot note taking program to boost physician wellness, 192 00:06:48,129 --> 00:06:49,189 cut down on charting, 193 00:06:49,514 --> 00:06:51,355 And it has proven to us already that, 194 00:06:51,355 --> 00:06:52,814 you know, these technologies 195 00:06:53,115 --> 00:06:53,855 should enhance 196 00:06:54,155 --> 00:06:56,395 the human interaction and not replace it. Right? 197 00:06:56,395 --> 00:06:57,615 There's been note taking 198 00:06:57,995 --> 00:07:01,035 and dictation for years, but with AI, it's 199 00:07:01,035 --> 00:07:03,810 really gonna help physicians spend more human minutes 200 00:07:03,970 --> 00:07:05,669 with patients than computer minutes. 201 00:07:06,769 --> 00:07:08,689 And from a systems viewpoint, you know, you 202 00:07:08,689 --> 00:07:11,569 gotta really have leadership around that. So doctor, 203 00:07:11,810 --> 00:07:14,069 Chris Longhurst, our chief clinical officer, 204 00:07:14,449 --> 00:07:15,970 was the first to really embrace it, and 205 00:07:15,970 --> 00:07:17,910 he brought on doctor Karandeep Singh, 206 00:07:18,254 --> 00:07:20,975 who's our chief AI health AI officer who's 207 00:07:20,975 --> 00:07:22,115 helping us lead it. 208 00:07:22,495 --> 00:07:23,715 The next one is, 209 00:07:24,735 --> 00:07:25,875 really our expansion, 210 00:07:26,655 --> 00:07:28,194 because we're really 211 00:07:28,495 --> 00:07:30,115 facing a a crunch. 212 00:07:31,389 --> 00:07:31,889 And, 213 00:07:32,750 --> 00:07:35,230 we're bringing on East Campus, which is a 214 00:07:35,230 --> 00:07:37,550 newly acquired hospital on the East Part Of 215 00:07:37,550 --> 00:07:38,290 San Diego. 216 00:07:38,910 --> 00:07:41,069 It was a massive success folding that into 217 00:07:41,069 --> 00:07:44,029 our operation. It's boosted our capacity, our community 218 00:07:44,029 --> 00:07:44,529 outreach, 219 00:07:45,814 --> 00:07:48,235 all while upholding our academic mission. 220 00:07:48,694 --> 00:07:49,814 And then one of the thing that we're 221 00:07:49,814 --> 00:07:52,955 probably really excited about is our Hillcrest redevelopment, 222 00:07:53,175 --> 00:07:53,895 which is, 223 00:07:54,535 --> 00:07:56,155 we've got a downtown campus, 224 00:07:58,295 --> 00:07:59,754 on, in Hillcrest, 225 00:08:00,509 --> 00:08:02,269 which is sort of our OG Medical Center, 226 00:08:02,269 --> 00:08:04,269 but it's undergoing a $3,000,000,000, 227 00:08:04,829 --> 00:08:07,089 redevelopment right now. And in July, 228 00:08:07,550 --> 00:08:10,769 we're gonna be opening the McGrath Outpatient Pavilion, 229 00:08:11,629 --> 00:08:14,189 on July 14, to be exact. And it's 230 00:08:14,189 --> 00:08:16,194 a six floor, 250,000 231 00:08:16,194 --> 00:08:19,235 square foot facility that's gonna really bring top 232 00:08:19,235 --> 00:08:19,735 tier, 233 00:08:21,634 --> 00:08:23,175 services all in one, 234 00:08:23,555 --> 00:08:24,055 location 235 00:08:24,435 --> 00:08:25,254 on the outpatient, 236 00:08:26,595 --> 00:08:29,279 in the outpatient arena. Oncology, neurosurgery, 237 00:08:29,819 --> 00:08:31,519 urology, digestive diseases, 238 00:08:32,139 --> 00:08:34,460 and all of our surgical specialties like plastics, 239 00:08:34,460 --> 00:08:36,000 vascular, ENT, and orthopedics 240 00:08:36,700 --> 00:08:37,839 all in one spot. 241 00:08:38,620 --> 00:08:41,179 It's really, gonna give us a little breathing 242 00:08:41,179 --> 00:08:43,100 room and a chance to elevate the patient 243 00:08:43,100 --> 00:08:43,600 experience. 244 00:08:45,644 --> 00:08:47,664 Fantastic. How exciting is that? 245 00:08:48,204 --> 00:08:50,444 And take one more moment, Ellington. If you 246 00:08:50,444 --> 00:08:51,884 had to give a shout out to your 247 00:08:51,884 --> 00:08:53,485 to your team, to the people you work 248 00:08:53,485 --> 00:08:55,584 with, or about UC San Diego, 249 00:08:55,929 --> 00:08:57,929 what would you tell us to inspire us 250 00:08:57,929 --> 00:09:00,090 and give us positive thoughts about UC San 251 00:09:00,090 --> 00:09:01,389 Diego and your team? 252 00:09:02,730 --> 00:09:04,029 Yes, Scott. I mean, 253 00:09:04,570 --> 00:09:06,029 one thing that I love about, 254 00:09:06,410 --> 00:09:08,575 UC San Diego is that we have a 255 00:09:08,575 --> 00:09:10,995 very collaborative culture here. 256 00:09:11,455 --> 00:09:13,634 And I'm so proud of all of the 257 00:09:14,014 --> 00:09:16,115 exceptional work that everyone's done, 258 00:09:16,894 --> 00:09:18,434 to create that culture, 259 00:09:19,214 --> 00:09:20,115 and drive, 260 00:09:20,980 --> 00:09:23,860 value to the communities that we serve. One 261 00:09:23,860 --> 00:09:25,240 of the things that I think, 262 00:09:26,259 --> 00:09:27,800 we've been able to do 263 00:09:28,500 --> 00:09:29,559 to help us 264 00:09:29,860 --> 00:09:33,000 drive that is communicate with data, you know, 265 00:09:33,300 --> 00:09:34,519 especially with, 266 00:09:35,964 --> 00:09:38,544 you know, administrators, but also, you know, clinicians. 267 00:09:38,605 --> 00:09:41,004 I I I would, you know, really shout 268 00:09:41,004 --> 00:09:42,924 out to all of our clinicians and give 269 00:09:42,924 --> 00:09:45,325 that advice to really everyone else. You know? 270 00:09:45,325 --> 00:09:46,284 It's sort of like that, 271 00:09:46,924 --> 00:09:49,325 I think it was, Edwards Deming who who 272 00:09:49,325 --> 00:09:51,100 had a quote, you know, without data, you're 273 00:09:51,100 --> 00:09:52,639 just another person with an opinion. 274 00:09:53,659 --> 00:09:54,699 Or how about this one? You know, in 275 00:09:54,699 --> 00:09:56,220 God we trust, but everyone else, you got 276 00:09:56,220 --> 00:09:57,519 to bring data, right? 277 00:09:57,980 --> 00:09:58,480 So, 278 00:09:58,939 --> 00:10:00,240 you know, if you're 279 00:10:00,779 --> 00:10:01,279 communicating, 280 00:10:02,059 --> 00:10:03,980 you know, we desperately need more nurses in 281 00:10:03,980 --> 00:10:05,439 the clinic. We can't handle 282 00:10:05,754 --> 00:10:06,894 the patient load. 283 00:10:07,674 --> 00:10:10,654 Let's figure out how we can incorporate data 284 00:10:10,875 --> 00:10:11,375 into 285 00:10:12,235 --> 00:10:13,375 claims and statements 286 00:10:13,754 --> 00:10:16,814 in order to drive value. So for example, 287 00:10:18,259 --> 00:10:20,980 last year, our nurses triaged 18 patients a 288 00:10:20,980 --> 00:10:23,299 session. Our triage time was nine minutes. We 289 00:10:23,299 --> 00:10:25,299 had a net promoter score of 90%. This 290 00:10:25,299 --> 00:10:28,820 year, we're seeing 28 patients a session. Fifteen 291 00:10:28,820 --> 00:10:31,075 minutes is our triage time. So we're less 292 00:10:31,075 --> 00:10:32,375 efficient with a higher workload, 293 00:10:32,754 --> 00:10:34,355 and our net promoter score is down to 294 00:10:34,355 --> 00:10:35,894 82%. We need help. 295 00:10:36,434 --> 00:10:37,654 These are the conversations 296 00:10:38,115 --> 00:10:40,674 and the and the tactics that we use 297 00:10:40,674 --> 00:10:42,215 to sort of prioritize 298 00:10:42,909 --> 00:10:45,149 where we're gonna invest and how we're gonna 299 00:10:45,149 --> 00:10:47,710 grow. And it's been really successful to see 300 00:10:47,710 --> 00:10:48,610 that transformation, 301 00:10:49,629 --> 00:10:51,789 at UCSD, and I'm very proud of the 302 00:10:51,789 --> 00:10:52,289 teams. 303 00:10:52,750 --> 00:10:54,929 And, I'm really excited about the future. 304 00:10:57,485 --> 00:10:59,404 Thank you very, very much. I love that 305 00:10:59,404 --> 00:11:01,404 and just need to keep on focusing on 306 00:11:01,404 --> 00:11:03,325 not just your subjective thoughts, which are very, 307 00:11:03,325 --> 00:11:05,325 very important, but also the data. So you're 308 00:11:05,325 --> 00:11:07,325 really squaring them and centralizing them and making 309 00:11:07,325 --> 00:11:08,144 sure they're correct. 310 00:11:08,679 --> 00:11:11,240 Ellington, what a great leadership career. Thank you 311 00:11:11,240 --> 00:11:13,000 for joining us today on the Packers Healthcare 312 00:11:13,000 --> 00:11:15,879 podcast. Thank you so much. Thank you, Scott. 313 00:11:15,879 --> 00:11:17,340 It was a pleasure to be on.