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Archive September 2015 XVI, No. 9

ORX Award Winner: Patient Satisfaction

The little extras add up to big satisfaction scores at Dakota Eye Surgery Center in Bismarck, N.D.

Jim Burger

Jim Burger, Senior Editor


OR Excellence Awards
escorted to cars ALL SMILES Patients and relatives are escorted to their cars after surgery.

Stellar, problem-free surgery isn't enough to earn high satisfaction scores from most patients, says Mary Radke, RN, BSN, ASC manager of the Dakota Eye Surgery Center in Bismarck, N.D. It's just one part of a much bigger puzzle. "Patients assume surgery is going to be top-notch," she says, "but they're still nervous. Patient satisfaction, in this day and age, comes from the way patients are treated."

The people at Dakota Eye Surgery Center don't just go out of their way to make every patient feel like a star, they also treat patients' families like royalty. And the verdict is in. Patients give this year's OR Excellence Award winner for Patient Satisfaction a resounding thumbs-up. An amazing 98.9% of Dakota Eye Surgery Center's patients rate their satisfaction a 5 (on a 1 to 5 scale).

Soothing Scents

How do such phenomenal scores happen? It begins with an informational pre-op phone call to the patient. Along with general questions about allergies and who'll be driving them to the center, the discussion may cover any fears the patient has regarding sedation, or whether he will be able to play golf again afterward.

Then, from the moment they arrive at the center, patients and families are pampered and attended to. "Our receptionist was born and raised here, and I think she knows half of the people in Bismarck. She greets them by name," says Ms. Radke. "Meanwhile, when other staff members see patients coming, they'll open the door, and say: 'Hi, how are you? We've been waiting for you!'"

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