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BUSINESS ADVISOR
understand the role of other players in the patient care experience, and
help patients navigate the entire continuum of care related specifically
to their surgery experience. It's true that as an independent provider
you may not have much control over what happens on either side of a
patient's surgical experience. But by taking time to understand all the
pieces of the surgery puzzle from the patient's point of view, and doing
what you can to improve communication between providers, your surgery center can play an important role in increasing patient satisfaction,
improving surgery outcomes and lowering the cost of care — all of
which will be seen favorably by payors and regulators as our healthcare
system moves from volume-based to value-based reimbursement.
A good first step for your center is to assume a leadership position
in your community. Identify all possible providers patients may
encounter both before and after surgery: primary care providers, surgeons, anesthesia
providers, lab technicians, imaging techs,
pharmacists and physical therapists. Each of
these providers may have a part to play in a
patient's care. Get to know them and form professional relationships so you can discuss their
services with patients and advise how they
can help improve care beyond your walls.
Meet and greet
Host a "getting to know you" lunch meeting with the decision-makers of key outside
players. Learning who they are and being able
to provide patients with the names and phone
numbers of the other professionals they'll need
to contact is good practice. These relationships
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