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-
