F E B R U A R Y 2 0 2 0 • O U T PA T I E N T S U R G E R Y. N E T • 3 5
Keep surgeons constantly updated about the progress of the day's
schedule and try to accommodate their needs whenever possible.
"Achieving a low same-day cancellation rate doesn't mean it
will stay that way," warns Ms. Nelson. "Keep tracking cancella-
tions, identifying their causes and constantly addressing the
issues that arise." — Joe Paone
She feels as if her trust in you has been violated. Not only are you
losing money, but an unhappy patient is telling anyone who will listen
about how she feels and posting a not-so-positive online review about
your facility.
And to think, this could all have been avoided.
OSM
Dr. Nelson (nenelson@mednet.ucla.edu) is unit director of UCLA Santa Monica
Ambulatory Surgery Center and the Medical Procedure Unit at UCLA Medical
Center, Santa Monica.
