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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
Greeting surgery
patients at their cars
and escorting them
into the building is
just the beginning of
the service provided
by Regional One
Health, a Level 1
trauma center in
Memphis, Tenn.
"I was the admin-
istrator at 2 surgery
centers," says Kathy Beydler, RN, MBA, CNOR, CASC, the center's director of sur-
gical services. "I saw how well patients and families were treated there. We want
to build the same rapport."
Inspired by the Ritz-Carlton, with its extraordinary and legendary customer service,
the staff at Regional One strives for the highest level of care for patients and their
families.
"Family members are as concerned about the patient as the patient is," says Ms.
Beydler. "And they have no control." To help ease the journey, loved ones are treated
to snacks and coffee as they wait, and a message board, with an assigned number
for each patient, keeps them up to date as the patient moves from pre-op, to the OR,
to post-op. Additionally, the staff provides personal updates every hour. "No matter
what," says Ms. Beydler, "and through whatever their preferred mode of communica-
tion is. We know that if the family is supported, the patient is supported, because
they don't have to worry about their family."
The framed sign in the recently refurbished waiting room says it all: You are the most
R E G I O N A L O N E H E A L T H
Legendary Customer Service
z INFO FLOW Staff members at Regional One Health update
waiting family members every hour, "no matter what."
Kathy
W.
Beydler,
RN,
MBA,
CNOR,
CASC
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
