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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2 6 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 7 in most healthcare delivery systems, but Mr. Spiegelman says the best way to deliver positive results for patients (or customers in any industry) is to invest heavily in your employees. You want great patient satisfaction survey scores? Empower and develop good employees — not just nurses and physicians, but techs, orderlies, coders and housekeepers — and get rid of the "whiners, losers and jerks." • Employee-focused workplace. Employees in most companies get treated as second-class citizens. If that's the case, how can you expect them to treat patients well? The best way to improve the patient experience is to build better engagement with your employees, who will then provide better service and care to patients. "Build great teams and create a culture of engagement where people love what they do every day," says Mr. Spiegelman. A culture that encourages a high level of engagement is essential to assuring the highest levels of patient care quality, safety, productivity and patient satisfaction. By connecting employ- ees' work with a higher purpose and equipping them with the tools to become leaders themselves, you can dramatically transform patient care. • Of course patients matter. It's not that patients aren't important. But there is a direct correlation between employee engagement and customer loyalty. Those who are esteemed will deliver outstanding care and service. • The book title. "Patients Come Second" is a controversial and provocative title, says Mr. Spiegelman, "but the idea is that we've got to shake up this indus- try. We have to focus on what's most important: the people who are doing the work, who are touching our patients every day." OSM

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