Outpatient Surgery Magazine

Post Your Prices Online - September 2013 - Outpatient Surgery Magazine - Subscribe

Outpatient Surgery Magazine, providing current information on Surgical Services, Surgical Facility Administration, Outpatient Surgery News and Trends, OR Excellence and more.

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OSE_1309_part2_Layout 1 9/6/13 12:23 PM Page 82 2013 Awards StairMaster, a spinning class or the free weights 2.5 times a week? Community Awareness With Community Benefits CONVERSATION STARTER At the Reading Hospital SurgiCenter at Spring Ridge's "Family Palooza." Reading Hospital SurgiCenter at Spring Ridge, Wyomissing, Pa. One way of marketing your center to the community is to educate folks about their health while also educating them about your potential role in it. An open house that features health and safety displays and offers free blood pressure, cholesterol, cancer and other screenings would play both roles. Administrative Director Pamela Ertel, RN, BSN, CNOR, RNFA, FABC, CASC, says more than 300 people attended her center's "Family Palooza," which also included recreational activities and a World War II-style mobile army surgical hospital setup. An empowered staff is its own reward, but high marks from patients are even more valuable. In addition to sending patients home with satisfaction survey forms, Mr. Ellinger's center calls randomly selected patients beforehand and asks if they'll play "secret shopper." In another call after recovery, "we say, 'Tell us everything you can remember about your experience, from walking through the front door to leaving,'" he says. "We don't pigeonhole them with yes-or-no questions or 1-to-10 scales, we just let them talk. We mine as much information from them as possible." Taking the news to staff that patients felt welcome and confident on the day of surgery never gets old, he says. For a facility that's expecting to host its 100,000th patient this fall, 8 2 O U T PAT I E N T S U R G E R Y M A G A Z I N E O N L I N E | S E P T E M B E R 2013

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