a vendor who is grow-
ing in the ASC space
and has a platform in
place to support your
level of need."
Part of
the culture
You should already be
implementing process-
es and facility
upgrades that are
designed to improve
the patient experi-
ence, says Mr. Weiss.
He adds, "You can't flip the switch on good customer service when
vendors start reaching out to your patients."
Your staff can't discuss the actual OAS CAHPS survey questions
with patients, but that shouldn't prevent them from talking about the
ways they focus on patient-centered care. "They have to become their
own biggest fans and sell the efforts they're making to improve the
patient experience," says Mr. Weiss.
In the end, guiding your staff on providing excellent customer serv-
ice and emphasizing patient safety is more important than talking
about the actual survey, says Ms. Benze, who adds, "That's ultimately
what this is really all about."
OSM
J U N E 2 0 1 8 • O U T PA T I E N T S U R G E R Y. N E T • 1 1 1
• DON'T DELAY Putting plans in place now to enhance the quality of care you staff
provides will set your facility up for surveying success when the OAS CAHPS program
eventually goes live.
