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Archive June 2016 XVII, No. 6

Ideas That Work: A Bouquet of Flowers for Every Patient

bouquet of flowers FLOWER POWER Smaller centers can stand out from their competitors by sending bouquets to post-op patients.

A Bouquet of Flowers for Every Patient

Cosmetic surgery patients have many options for their care. To keep our self-pay clients coming back to our 1-room ASC that's connected to the surgeon's office, we send patients a bouquet of flowers to make them feel more like family.

At the end of the day, the front office manager e-mails the finished surgery client list, complete with a home address for each patient, to a local flower shop. We have a daily contract with the shop, so all patients get a beautiful bouquet of flowers delivered to their house on their first day of recovery.

The flowers come complete with a card that says: "Thank you for choosing Dr. Bryan Gawley and his amazing staff. Please accept these flowers as a token of our gratitude and know that we are wishing you a speedy and beautiful recovery."

We also follow up with post-op phone calls, and every day a patient thanks us for the pretty and thoughtful gesture. We really focus on making patients feel like family — we also send out holiday cards to every patient we treated that year. These gestures are relatively simple, but can make a huge impact in your patients' satisfaction.

Misti Swink, RN
North Scottsdale Outpatient Surgery Center
Scottsdale, Ariz.

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