M A Y 2 0 1 8 • O U T PA T I E N TS U R G E R Y. N E T • 3 5
W
hen patient satisfaction scores were less than sat-
isfactory at the Copper Ridge Surgery Center in
Traverse City, Mich., LoAnn Vande Leest, RN,
MBA-H, CNOR, CASC, CHSP, the facility's CEO,
helped develop a graphic called the "Infiniti Loop."
It displays every step of patient care, from the moment cases are
scheduled straight through to the follow-up phone call.
Patients see the roadmap of care posted in the center when they
arrive and are comforted in knowing exactly where they are on the
perioperative pathway — and where they're heading next. Do you see
those green hash marks between the billing experience and diagnosis
circles? They represent the time when patients are out in the commu-
nity telling friends and family about
how they were treated at the
facility. It's the chart's most important
element.
"We're always striving to make
those stories better by design through
excellent patient care," says Ms.
Vande Leest. "We talk constantly
about the big picture, about the
importance of getting patients to
speak well about the care they
received by treating each patient like
they're the only one who matters."
The Infiniti Loop chart hangs in
strategic areas throughout the facility
Treat patients like they're the only case of the
day and watch your satisfaction scores soar.
Download the Infiniti Loop at
outpatientsurgery.net/forms
Copper
Ridge
Surgery
Center
