S E P T E M B E R 2 0 1 8 • O U T PA T I E N T S U R G E R Y. N E T • 5 9
Growing Gains
Over the past three
years, the surgical
and endoscopy vol-
umes at Geisinger
Gray's Woods
Outpatient Surgery
and Endoscopy
Center in Port
Matilda, Pa., have
increased by about
30% every year.
"As an outpatient surgery center, we were concerned that this
rapid growth, coupled with minimal increases in overall staffing
mix, would lead to a deterioration of our patient satisfaction
scores," says Bill Burmeister, MHA, FACHE, of Geisinger Gray's
Woods.
Through new ideas around communication, discharge instruc-
tions/calls, activity/toy kits for pediatric patients and a strategy
called C.I. CARE, the facility's patient satisfaction scores actually
increased during the period of growth.
C.I. CARE — which stands for Connect, Introduce,
Communicate, Ask and Anticipate, Respond and End with
Excellence — is an initiative for staff to connect with both patients
and colleagues that continues to emphasize the facility's welcom-
ing and caring attitude.
The toy kits for pediatric patients come from The Jared Box
Project that was started at a local school in honor of one of its
students who battled cancer. The kits are now distributed in all
• TOYS FOR ANXIOUS TOTS The gender-specific toy kits are about the size of a
shoebox and are geared for kids up to 12 years old.
Stefani
Harchak,
RN
