Archive ORX Session Previews 2017

Satisfaction Guaranteed

Take a team-based approach to ratcheting up your patient-satisfaction scores.

Barbara Holder

Barbara Holder, RN, BSN, LHRM, CAPA


OR Excellence

Your 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 Andrews Institute Ambulatory Surgery Center, in Gulf Breeze, Fla. "That points to the fact that all our employees and staff are on the same page."

In her ORX presentation, "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 member of her team play an important role in delivering the best possible patient experience.

The stakes. No. 1, it's your reputation, plain and simple. No. 2, it's customer loyalty, because a dissatisfied patient isn't likely to be a repeat customer. And No. 3, your patient-satisfaction scores are going to have a measurable impact on Medicare reimbursements in the very near future. We want pure, unsolicited feedback from patients so we can know if we're living up to, if not exceeding, their expectations, and how we can continue to get better.

Barbara J. Holder, RN, BSN, LHRM, CAPA

speaker profile
arrow An RN for more than 35 years, currently the QI coordinator for Andrews Institute Ambulatory Surgery Center in Gulf Breeze, Fla.
arrow A licensed health risk manager and a health risk instructor for the University of South Florida.
arrow A former Girl Scout leader who now mentors Girl Scout alumnae who are preparing to enter the workforce.
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