2 0 • O U T PA T I E N T S U R G E R Y M A G A Z I N E • J U N E 2 0 1 6
C
osmetic surgery patients have many
options for their care. To keep our
self-pay clients coming back
to our 1-room ASC that's connect-
ed to the surgeon's office, we send
patients a bouquet of flowers to
make them feel more like fam-
ily.
At the end of the day, the front office
manager e-mails the finished surgery client
list, complete with a home address for each
patient, to a local flower shop. We have a daily
contract with the shop, so all patients get a
beautiful bouquet of flowers delivered to their
house on their first day of recovery.
The flowers come complete with a card that says: "Thank you for
choosing Dr. Bryan Gawley and his amazing staff. Please accept these
flowers as a token of our gratitude and know that we are wishing you
a speedy and beautiful recovery."
We also follow up with post-op phone calls, and every day a patient
thanks us for the pretty and thoughtful gesture. We really focus on
making patients feel like family — we also send out holiday cards to
every patient we treated that year. These gestures are relatively sim-
ple, but can make a huge impact in your patients' satisfaction.
Misti Swink, RN
North Scottsdale Outpatient Surgery Center
Scottsdale, Ariz.
misti@nsosurg.com
A Bouquet of Flowers for Every Patient
• FLOWER POWER
Smaller centers can stand
out from their competitors
by sending bouquets to
post-op patients.
Ideas Work
That