FEATURE
says. “I recently talked with one of our managed care leaders and she said that from time to time, when they’re nego- tiating contracts, they like to show pa- tient and physician satisfaction.” Physician and staff satisfaction
survey results can serve as a helpful recruitment tool, O’Neill adds. “Dur- ing an interview for a staff position, I would say we just completed our annual employee satisfaction survey and these are the areas where we re- ally scored high. If someone asked where we were weaker, I would have to be honest, but I would say that this is what we’re doing to address those areas. I think most prospective em- ployees would really appreciate that honesty and think that the ASC lis- tens to its staff.”
You have to re-measure. You would re-survey, making sure you’re asking the same questions to ensure you’re comparing apples to apples.”
—Ann O’Neill, RN, Regent Surgical Health
Re-survey and Re-measure If ASCs make changes in response to
satisfaction survey results, they
should not assume the changes will lead to improvement and immediately stop asking the survey questions that helped identify those areas for change, O’Neill says. “You have to re-measure. You should re-survey, making sure you’re asking the same questions to ensure that you are comparing apples to apples. Make your changes just like
any performance improvement project, and then come back and re-measure. It needs to be a continuous loop.” Even if ASCs achieve consistent
excellent satisfaction survey results, they must never become complacent, Martin says. “The minute you rest on your laurels, it seems that is when problems occur. You need to always be looking at the results with fresh eyes and trying to find what you can do better.”
ASC FOCUS APRIL 2013
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