I
n order to connect with
patients and give them an
experience that is second to
none, we follow a process called
FORD (family, occupation,
recreation and dreams). It all
begins with a staff member's first
meeting or phone call with a
patient. They ask the patient
about their family, if they have a
nickname, what they like to do
for fun and what they do for
work. In most circumstances,
patients willingly share these
details, which are then recorded
in their chart. Staff are able to
reference the information
throughout the patient's time
with us and start conversations
about important aspects of their
life. It's a way to put them at
ease and get to know them on a
more personal level. I remember
sitting with a patient one time
during a procedure and he said,
"You know, I never knew I could
come to a place and feel so good
about finding out I had some-
thing wrong with my eye." Vance
Thompson Vision desires that
every patient have that type of
experience and we strive to
make it happen for each person
N O V E M B E R 2 0 2 0 • O U T P A T I E N T S U R G E R Y . N E T • 9
PERSONAL CONNECTIONS
Key Questions Build a Rapport With Patients
who walks through our doors.
Bill Willis, RN
Vance Thompson Vision
Sioux Falls, S.D.
bill.willis@vancethompsonvision.com
WELCOME HOME The staff at Vance Thompson Vision goes above and beyond to make their patients feel like family.
Bill
Willis
