S
tellar,
problem-
free sur-
gery isn't
enough to
earn high satisfaction scores from most patients, says Mary Radke,
RN, BSN, ASC manager of the Dakota Eye Surgery Center in
Bismarck, N.D. It's just one part of a much bigger puzzle. "Patients
assume surgery is going to be top-notch," she says, "but they're still
nervous. Patient satisfaction, in this day and age, comes from the way
patients are treated."
The people at Dakota Eye Surgery Center don't just go out of their
way to make every patient feel like a star, they also treat patients'
families like royalty. And the verdict is in. Patients give this year's OR
Excellence Award winner for Patient Satisfaction a resounding
thumbs-up. An amazing 98.9% of Dakota Eye Surgery Center's patients
rate their satisfaction a 5 (on a 1 to 5 scale).
How do such phenomenal scores happen? It begins with an informa-
tional pre-op phone call to the patient. Along
with general questions about allergies and
who'll be driving them to the center, the dis-
cussion may cover any fears the patient has
8 2
O U T P A T 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 2 0 1 5
O R E X C E L L E N C E AWA R D S O R E X C E L L E N C E AWA R D S
Patient Satisfaction
It's the little extras
that add up to big
satisfaction scores
at Dakota Eye
Surgery Center.
z ALL SMILES Patients and relatives
are escorted to their cars after surgery.
S p o n s o r e d b y
