and often come out amazed at what they've seen and learned.
As the facility manager, Ms. Radke also makes it a point to check in
with every family, and to answer any and all questions.
After surgery, the surgeon again visits with the family, while the
patient enjoys toast, coffee and juice. If patients have come from out of
town and need to wait for their post-op appointments, the center pro-
vides lunch from a nearby sandwich shop.
Surgeons then follow up with phone calls that evening and the next
day. And every member of the staff signs a thank-you card for the
patient.
Of course a high level of friendly, outgoing service wouldn't be pos-
sible if the Dakota Eye Surgery Center weren't also focused on keep-
ing employees satisfied. Even patients with cataracts would see right
through insincere concern. The secret?
"When we were hiring, I wasn't interested in whether people had
worked in a surgery center," says Ms. Radke. "I was interested in get-
8 4
O U T P A T I E N T S U R G E R Y M A G A Z I N E O N L I N E | S E P T E M B E R 2 0 1 5
z EXTRAORDINARY PRAISE The staff at Dakota Eye Surgery Center
earns maximum patient satisfaction scores from 99% of patients.
Agency
MABU
O R E X C E L L E N C E AWA R D S O R E X C E L L E N C E AWA R D S
