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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improvement, safety and education committees. These committees implemented new initiatives that raised the center's patient satisfac- tion survey scores from the 48 th percentile to the 99 th percentile, a jump high enough to earn Parkview this year's OR Excellence Award for Patient Satisfaction. "Patients can sense when employees are engaged and it's obvious they love what they do," says Ms. Kinniard. "When patients come in, they don't have the background to truly know whether we're doing a good job. But we can show them that they can trust us to give them excellent care." This attitude can be seen in a program called BONES ("Building ON Excellent Service"), which encourages staff members to push each other to go above and beyond while caring for patients. Staff mem- bers write something specific about a co-worker's positive actions on a bone-shaped piece of paper. Ms. Kinniard posts these on a large bul- letin board in the break room. For each bone an employee receives, the reward is a piece of candy. Each month, Ms. Kinniard enters all the bones into a drawing and chooses one to receive a gift card. The committee also started a program called "Passport." In this pro- gram, every staff member shadows the process that a patient goes through, from scheduling to discharge. This helped break down walls between the different departments, says Ms. Kinniard. Now, if staff members see another area of the center in need, they'll step in to ensure excellent patient care. "The program promoted further under- standing, appreciation and respect for the role of each member of the team and how they affect the patient experience," says Ms. Kinniard. "This has increased staff willingness to work together for a common goal — the patient." "When the team came together under BONES and Passport, it enhanced our patients' overall experience," adds Michelle Apt, RN, S E P T E M B E R 2 0 1 6 • O U T PA T I E N TS U R G E R Y. N E T • 5 3