munications if they'd be willing to post a comment about their expe-
rience on your website or the social media sites you're represented
on. E-mail them a link to make it easy for them to do so.
Or, even more proactively, if you hear their family members express-
ing positive feedback while they're waiting for discharge, ask them if
they'd mind writing a review. Restaurants often ask satisfied diners to
share a good word about them online. I've been to some that even
bring you an iPad with the check so you can write it to Facebook or
Yelp right there. While I've not seen this in practice at a surgery center,
bringing a tablet to patients' families could be a low-cost marketing
solution.
Don't let your satisfied surgical customers walk out the door without
capturing their kind words. Potential patients have a lot of choices,
and their physicians
hold privileges at a lot
of facilities. The
details they see, or
don't see, about your
center while they're
Googling for informa-
tion can easily sway
their healthcare deci-
sions.
Joan Dentler, MBA
Avanza Healthcare
Strategies
Austin, Texas
jdentler@avanzastrate-
gies.com
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