In this day and age, creating a seamless patient journey is not an easy job. While by and large the patient experience depends on staff, they cannot be expected to do everything on their own. When staff are overworked without enough personnel to provide assistance, patient experience — and hence patient satisfaction — suffers.
No one likes feeling like they are just a number of a statistic. When patients use your ASC for a procedure, they want to feel like they are valued as individuals, not part of a treatment conveyor belt. You should strive to make sure every patient receives personalized care and leaves your facility feeling that they were treated with dignity and individualized attention to ensure their health and satisfaction.
The work of an Ambulatory Surgery Center doesn’t end when the patient goes home after a procedure. For patients to heal successfully and for your ASC to thrive, post-op patient communication is essential.
Ambulatory Surgery Center patients are often uneasy, especially if it is their first time having surgery. For some patients, it may be the first time they've had surgery outside of a traditional hospital setting; for others, it is fear of the unknown. Addressing the most common worries patients have when at your ASC can go a long way toward successful recovery.
It would be wonderful if all the patients at your Ambulatory Surgery Center paid their bills on time, but that’s not the reality. Each year, the need to send out payment reminders increases and more patients expect them as a part of the services your ASC provides. Facilities that aren't gently reminding their patients about upcoming payments neglect a valuable tool in maintaining their ASC's cash flow. They may also be letting their patients down, as more people every year rely on electronic reminders to keep them on track financially.
Total joint replacement or reconstruction is an invasive procedure with potentially lengthy recovery times. When patients are facing the prospect of joint procedures followed by weeks of physical therapy and restrictions, a positive experience at your ASC can dramatically improve their recovery and satisfaction.
Do your ASC patients know your expectations? COVID-19 has changed how all businesses operate, but none are as affected as the healthcare industry.
Communication is a two-way street. It’s crucial for patients and staff of ambulatory surgery centers, ensuring positive outcomes. Efficient and effective patient communication can be challenging to establish with some patients, who may be resistant to talking about medical problems or feel uncomfortable with ASC staff. Patients may also be worried or fearful, which can shut down communication. There are ways to improve patient communication with a few simple adjustments in your ASC routines.
With rapidly-changing healthcare regulations, ASCs must consider how to deliver high-quality care while pivoting to meet the demands of changing legal and safety requirements. At the same time, patients want more information and they want it to be easily accessible.
