Patient satisfaction is one of the most important things to consider when operating an ambulatory surgery center (ASC). At Effingham Surgery Center, our goal is always to improve the quality of our care for every patient. The easiest way to do that is to emphasize the importance of patient feedback, which allows our team to make adjustments as needed and continue to deliver quality care. Self-reflection is vital for any organization—if you’re not actively trying to move forward and improve, then you might as well be moving backward. Here are some important aspects we like to consider when it comes to patient feedback.
- First things first… Ask for Feedback! Whether a patient had a positive or negative experience, it’s important to identify where they’re coming from. With detailed patient feedback from surveys, we can shore up areas where we’re falling short or emphasize aspects of their stay they enjoyed. There may be a part of their care that didn’t go well for them, or for any given reason they felt uncomfortable and that their needs weren’t tended to. With extensive patient feedback, we can do our part to make sure the next patient in our care doesn’t feel similarly. If there’s positive feedback, then make sure you’re doing what you can to amplify that part of the care for future patients.
- Transparency is Key. Keep your staff informed of feedback from patients; if they aren’t made aware of the criticism, then they can’t do their part when it comes to improvement. Let your patient know that they’re more than welcome to bring up any questions or concerns they may have—at Effingham Surgery Center, we’re always striving to answer queries to the best of our abilities. Our mission is to provide first-class surgical services for the local community in a safe, comfortable and welcoming environment; one in which we would be happy to treat our own families.
- Audit Yourself. Patient feedback is vital for any ASC that wants to deliver high-quality care. Make sure you’re honest with your team about your shortcomings, so you can avoid future issues and repeating problems. Assess the equipment you use on a daily basis and implement best practices after reviewing patient feedback. If one patient raises a concern, there’s always a good chance that the next one will too. Do your best to avoid preventable errors during their care, so everyone leaves happy and healthy!