survey enough. As she puts it, the patient satisfaction survey is a
proven way to "see the care you provided through the patients'
eyes." And based on Lakeland's survey scores and patients' com-
ments, the view is pretty good.
OSM
S E P T E M B E R 2 0 1 9 • O U T PA T I E N T S U R G E R Y. N E T • 6 3
• PERSONAL TOUCH Pediatric procedure
certificates, staff-signed 'thank you' cards
and handwritten notes from a director are all
part of the personal touch Lakeland Surgical
& Diagnostic Center gives its patients.
• FOR THE KIDS Lakeside's designated children's area is designed specifically
to keep kids calm and happy while they wait for surgery, but it also helps par-
ents, as well.
Nikki
Williams,
RN,
CNOR
• Surgical scavenger hunts. The
staff at The Surgery Center in
Fort Wayne, Ind., are firm
believers you can't have satis-
fied patients without first hav-
ing a satisfied staff. As a result,
The Surgery Center always has
a number of initiatives in play to
HONORABLE MENTIONS
Little Things Make a Big Difference.
• FOUND IT Staff at The Surgery Center race to finish a
scavenger hunt using the clues displayed on a centrally
located bulletin board.
Cindy
Wiersema,
RN,
BSN
