Outpatient Surgery Magazine - Subscribers

OR Excellence 2019 Awards - Outpatient Surgery Magazine - September 2019

Outpatient Surgery Magazine, providing current information on Surgical Services, Surgical Facility Administration, Outpatient Surgery News and Trends, OR Excellence and more.

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S E P T E M B E R 2 0 1 9 • O U T PA T I E N T S U R G E R Y. N E T • 5 9 T he winner of this year's OR Excellence Award for Patient Satisfaction goes to great lengths to get patients to fill out their post-op sur- veys and even greater lengths to implement the suggestions those patients have. "If we don't get feedback from our patients, how are we going to know where we need to improve?" asks Nikki Williams, RN, CNOR, the OR director at Lakeland (Fla.) Surgical & Diagnostic Center. The facility recently started giving an extra incentive for patients to fill out the all-important survey. Inside of post-op thank you cards, Lakeland includes a note letting patients know that if they simply fill out the survey, they'll automatically be entered into a drawing to win a $50 gift card. "We saw a nice little boost right after we added the raffle," says Ms. Williams. Of course, getting patients to respond to satisfaction surveys is only PATIENT SATISFACTION Care Through the Patients' Eyes Staff at Lakeland Surgical & Diagnostic Center see satisfaction surveys as a golden opportunity to bolster every aspect of patient care. Jared Bilski | Senior Associate Editor • SCREEN TIME When surgeries unexpectedly run behind, Lakeside staff will reach out to patients and ask if they'd like to watch something on one of the iPads it provides. Nikki Williams, RN, CNOR

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