Outpatient Surgery Magazine

Special Outpatient Surgery Edition - OR Excellence Program Preview - June 2017

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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J U N E 2 0 1 7 O U T P A T I E N TS U R G E R Y. N E T 3 7 Y our most recent patient satisfaction scores suggest the majority of your patients are walking out the door with a positive impression of your facility. In other words, you're doing a bang-up job. Congratulations. But do you know why your patients are satisfied and, more importantly, do you have a firm understanding of the areas that could use some TLC? Barbara J. Holder, RN, BSN, LHRM, CAPA, does. Ms. Holder recently took it upon herself to review her facility's patient comments from the past 10 years. In the process, she began to see a common thread. "Patients viewed our facility as a well-oiled machine," says Ms. Holder, the QI coordinator for Barbara J. Holder, RN, BSN, LHRM, CAPA Satisfaction Guaranteed Take a team-based approach to ratcheting up your patient-satisfaction scores. An RN for more than 35 years, currently the QI coordinator for Andrews Institute Ambulatory Surgery Center in Gulf Breeze, Fla. A licensed health risk manager and a health risk instructor for the University of South Florida. A former Girl Scout leader who now mentors Girl Scout alumnae who are preparing to enter the work- force. Andrews Institute Ambulatory Surgery Center, in Gulf Breeze, Fla. "That points to the fact that all our employ- ees and staff are on the same page." In her ORX presenta- tion, "25 Ways to Improve Your Patient Satisfaction Scores," Ms. Holder will offer her perspective on the tools and techniques — some simple, others quite sophisticated — that have helped every mem- ber of her team play an important role in deliv-

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