Patient Hub

Pipeline Health is launching a patient admit and transfer process under the name Patient Hub to better serve patients and our communities. The new process provides referring providers and medical facilities with a single point of contact for sourcing patient beds across Pipeline Health’s four Los Angeles area hospitals.

“Our Los Angeles market team did an amazing job of soliciting input from the local medical community and reviewing our legacy process,” said Kathy Jermain, corporate director of case management for Pipeline Health. “Using that learning, the task force identified and removed points of friction to create a more efficient system.”

At the heart of the Patient Hub is a centralized call center staffed 24/7 by registered nurses. Using the Patient Hub hotline, referring providers and medical facilities call (877) 632-7852 to speak with a dedicated navigator who manages the patient’s journey to a bed in one of Pipeline Health’s four LA area hospitals.

The expedited admitting and transfer process ensures the patient lands in an appropriate hospital bed.

“The Patient Hub is another example of Pipeline Health’s focus on improving our internal systems to deliver greater value across the healthcare ecosystem,” said Joe Badalian, chief operating officer for Pipeline Health. “Our healthcare workers have done so much over the past few years to better serve our patients — we are truly thankful. This program is yet another example of our attempt to go further in offering a simpler and coordinated approach to accommodating patients across our four hospitals in Los Angeles.”

Badalian added that key to the success of the new program is the engagement and leadership of the four CEOs leading Memorial Hospital of Gardena, Coast Plaza Hospital, Community Hospital of Huntington Park, and East Los Angeles Doctors Hospital.

“Access to hospital beds in the Norwalk area is extremely limited,” said Patrick Rafferty, chief executive officer for Coast Plaza Hospital. “The Patient Hub enables us to fully leverage our total bed capacity to fundamentally change access to care for over 104,000 residents within our community.”

“The Patient Hub not only improves patient access to care,” said Rick Rufino, chief executive officer for East Los Angeles Doctors Hospital. “It offers our hospital leadership a tool for better managing bed capacity across our Los Angeles market footprint.”

The Patient Hub task force was composed of an interdisciplinary team led by Jermain and Kyle Torf, IS program manager at Pipeline Health.