When new facilities open in your area, you have to work smarter to keep your doctors' business. Here's what worked for us.

• Be warm and personal. Your staff should start every conversation with surgeons on a personal note.
• Be accommodating with block time. The days of giving docs whatever time slots you still have open on your schedules are over. While you can't give everyone everything they want all the time, have a contingency plan. If someone requests a morning block that's unavailable (which happens often, because morning blocks fill up quickly), offer them a block that starts at noon - and let them have two teams in two ORs so they can switch from one procedure to the next. When someone cancels a block, offer it to other physicians.
• Be hospitable to newcomers. Start by visiting the interested physician's office and giving him a copy of your new physician's notebook. This includes what your guidelines are for every step of the process, from scheduling to dictation, as well as the services your staff offers and other clinical information. It lets the staffers know what you'll do and what they'll have to do.
• Escort new surgeons. Of course, a book can only show so much. Personally accompany the surgeon during his first three visits. Show him where the supplies are and help him navigate his way through PACU. By the end of the third visit, he'll be familiar with the way your surgical area is arranged. Your new physicians can now come in and concentrate on the procedures without worrying about finding what they need. Best of all, the time you spend as a guide will help you establish a personal rapport with them.

Susan Roland, RN
Administrative Director
North Florida Surgical Pavilion
Gainesville, Fla.
writeMail("susan.roland@hca.healthcare.com")