Archive October 2019 XX, No. 10

3 Ideas to Improve Patient Satisfaction

Think outside the box to communicate with and calm your most important customers.

Adam Taylor


Bon Secours Surgery Center
PROACTIVE APPROACH Having various members of your staff go the waiting room to explain the surgical process and ask if patients have any immediate concerns is a great way to stop a complaint before it makes its way to a satisfaction survey.

Patient-centered care is one of surgery's hottest buzzwords for a reason. The patients who walk into your facility expect excellent surgical care. That much is a given. It's the efforts you make to improve communications, lessen their anxiety and tap into technology to educate and inform that will overdeliver on their already high expectations and set your facility apart in increasing competitive healthcare markets.

1. Individualized attention

Patients remember everything that happens before surgery. That's when they were hypervigilant, hyperaware, anxious, and very interested in what is going on. A patient's overall experience is very much impacted by what happens prior to them going into the OR, and that's reflected in their survey responses.

Staff at Bon Secours Surgery Center at Harbour View in Suffolk, Va., use purposeful rounding with the patients and their families to prevent an issue from happening, or to address it in real time if it does. Keeping patients and their family members informed — and providing immediate answers to unforeseen issues — gives them the comfort they need at a stressful time. "Make sure members of the clinical team, business staff and leadership take part," says Patrick Guzik, administrator at Bon Secours. "Even if there's no issue, introduce yourselves, talk about things such as the expected length of the stay and explain what's happening now and what will be happening soon."

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