Celebrating Nurses’ Monumental Impact
There is a myriad of ways to participate in National Nurses Week, which is celebrated May 6-12, from honoring your staff RNs with a gift or event to taking steps to let...
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By: Stephanie Wasek
Published: 10/10/2007
Vital Stats
Administrator: Todd M. Fowler, MBA, CMVE
Center Manager: Carol Fairchild, RN
Assistant Manager: Todd Hilton, RN
Types of surgeries: endoscopy, orthopedic, GYN, ophthalmology, cosmetic/reconstructive, general, ENT, urology
Staff: 22 - 10 RNs, 6 OR techs, 2 office, 1 anesthesiologist, 1 CS tech, 1 housekeeping, 1 surgical equipment specialist
ORs: 3
Procedure rooms: 2
Operating surgeons: 25
Monthly case volume: 350
Years in operation: nearly 4
Ownership structure: physician-owned
Two years ago, patient satisfaction surveys were more trouble than they were worth for the Holzer Clinic Ambulatory Surgery Center in rural Ohio. "I was doing a paper-and-pencil survey that I wrote and handed out myself," says manager Carol Fairchild, RN. "The return rate was 15 percent."
Ms. Fairchild soon found a company to handle her patient surveys with a Web-based program (see "Your Patient Satisfaction Survey Options"). The service she selected isn't fully automated - patients fill out and mail a paper survey to the company, which enters the data and posts the results online - but the quantity and quality of the results have been remarkable. The ASC's managers have already used the results to modify patient check-in and pain-control drug policies.
How Web-based surveys work
Ms. Fairchild quickly discovered that using a company to help design, distribute and analyze patient satisfaction surveys has many inherent advantages over the homemade paper-and-pencil variety. Here's a short list of those advantages.
"I can address it immediately," says Ms. Fairchild. "As long as the patient provided some contact information, I call them to see where we can improve. A lot of times, they just need further information; some will initially score us low but by the time a few days have lapsed, and they're more recovered, they feel a whole lot better about their procedure."
The company also alerts her when Holzer gets an especially good review so she can share it with staff in a timely manner.
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Making changes
Ms. Fairchild regularly analyzes the data for trends and areas of improvement. "The scores range from 0 to 5 in each category," she says. "If I see pain scores went from 4.8 to 4.3 in one month - what was different? A new nurse in PACU? More of one type of case?"
Since starting the system, Holzer Clinic ASC has improved in two major areas:
Overall benefits
Thanks to this system, Ms. Fairchild's patient-satisfaction-survey return rate is 30 percent - even though case volume has increased by 25 percent.
"And best of all," says Ms. Fairchild. "I'm no longer spending time doing it by hand."
- Stephanie Wasek
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