Outpatient Surgery Magazine, providing current information on Surgical Services, Surgical Facility Administration, Outpatient Surgery News and Trends, OR Excellence and more.
Issue link: http://outpatientsurgery.uberflip.com/i/685863
2 8 S U P P L E M E N T T O 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 J U N E 2 0 1 6 D o your patients feel like honored guests or widgets whizzing by on a conveyor belt? In "What Can Surgical Facilities Learn From the Ritz Carlton and Other World- Class Corporations?" Vangie Dennis, BSN, RN, CNOR, CMLSO, director of patient care practice at the Emory Clinics ASC in Atlanta, Ga., will share thoughts on making sure your patients are satisfied enough to share good words about you in the community. • Customer service. We call our physicians "providers." We should see and treat patients as "our customers." Not just because their satisfaction scores will potentially affect our reimbursements, but also because it's the right thing to do. We're Rolling Out the Red Carpet For Your Patients Treat your patients like honored guests. • Ms. Dennis has 42 years' nursing experience. • She's lectured nationally and inter- nationally on lasers, endoscopic proce- dures, advanced technologies and nursing practices. • In 2011, she received the AORN Award for Outstanding Achievement in Perioperative Clinical Nursing Education. Vangie Dennis, BSN, RN, CNOR, CMLSO Speaker Profile service providers. We're in the people business. They're choosing to come to us. We shouldn't just be about efficiency and sched- uling. • What's your selling point? Customer service is just as important as infec- tion prevention. If you're a patient and the best thing you can say about your surgical experience is, "I didn't get an SSI after my operation," that's not much of an endorsement. A patient-and-family-centered focus is necessary to keep your customers and attract new ones. • Role models. Why do people like to order from Amazon? It's a website, after all, there's no human interaction. But it's easy and convenient, there's no- hassle returns and you can shop whenever you want. We should be able to emu-