I
n today's consumer-driven healthcare
market, where patients have more
choices than ever and reimburse-
ments are tied to satisfaction scores,
there's intense pressure to provide a
second-to-none patient experience. Whether
you're working at an ambulatory surgical cen-
ter or a hospital, you'll walk away from this
presentation with plenty of practical, real-
world tips on how to send patients out the
door happy, satisfied and eager to spread the
word about your facility's superior service.
Callie S. Craig, MS, BSN, RN, CNOR, and
Stacey L. Decker, MS, BSN, RN, CPAN, sea-
soned OR leaders with Integris Health in
Oklahoma City, Okla., say healthcare cus-
tomer choice is dictated by 3 key factors: cost, quality, and patient
and family experience. They'll illustrate how these factors impact the
patient experience and ensure your facility is a choice destination for
care.
• Set the tone. "When it comes to
patient safety, one injury is one too
3 2 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • J U N E 2 0 1 9
Callie S. Craig, MS, BSN, RN, CNOR
Integris Health | Oklahoma City, Okla.
Stacey L. Decker, MS, BSN, RN, CPAN
Integris Lakeside Women's Hospital
Oklahoma City, Okla.
Proven Ways to Boost Your
Patient Satisfaction Scores
• Ms. Craig served on the
national AORN Board of
Directors as vice-presi-
dent and secretary.
• Ms. Decker served as
director and then admin-
istrative director at a 20-
OR surgical department
and a 5-OR ASC for 22
years.
• Ms. Craig oversees
patient experience and
education for a vast
Oklahoma-based health-
care system that encom-
passes 9 hospitals and
100 provider clinics.
Speaker Profile
