9 3
M AY 2 0 1 4 | O U T P AT 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
well, your vendors can be great assets. For example, they can
overnight you needed supplies, pick up returns, and offer you free
shipping and handling, which alone can be a huge saver. One thing
more: Never say yes to the first offer of a contract renewal. If the
vendor comes in with a price increase, ask if they can come in the
same or even a little lower. They'll say no at first, but if you hold
your ground, they might call a few days later and meet your price.
There's always room for negotiation. Never get too comfortable with
contracts and vendor relationships.
6. Prepare patients before they arrive at your facil-
ity. From when they can no longer eat to whom they'll meet, it's your
job to let patients know what they can expect at your facility before
they arrive for sur-
gery. The fewer sur-
prises they have, the
better flow you'll
have. We employ a
"customer service
rep" who greets
patients as soon as
they arrive in the
waiting room. Our
surgical concierge
answers questions
and puts patients at
ease. Patient satis-
faction surveys con-
tinue to provide sug-
gestions for constant
O P H T H A L M O L O G Y
WELL-STOCKED Never delay a surgery because you don't have
the needed instrumentation ready.
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