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Archive September 2019 XX, No. 9

Patient Satisfaction: Care Through the Patients' Eyes

Staff at Lakeland Surgical & Diagnostic Center see satisfaction surveys as a golden opportunity to bolster every aspect of patient care.

Jared Bilski


Nikki Williams, RN, CNOR
SCREEN TIME When surgeries unexpectedly run behind, Lakeside staff will reach out to patients and ask if they'd like to watch something on one of the iPads it provides.

The winner of this year's OR Excellence Award for Patient Satisfaction goes to great lengths to get patients to fill out their post-op surveys and even greater lengths to implement the suggestions those patients have.

"If we don't get feedback from our patients, how are we going to know where we need to improve?" asks Nikki Williams, RN, CNOR, the OR director at Lakeland (Fla.) Surgical & Diagnostic Center.

The facility recently started giving an extra incentive for patients to fill out the all-important survey. Inside of post-op thank you cards, Lakeland includes a note letting patients know that if they simply fill out the survey, they'll automatically be entered into a drawing to win a $50 gift card. "We saw a nice little boost right after we added the raffle," says Ms. Williams.

Of course, getting patients to respond to satisfaction surveys is only one part of the equation. You still need to receive high marks on every aspect of the care you provide. Here are some of the personal touches that make Lakeland one of this year's award-winning facilities.

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