BACKPAGE: Managing the Patient Experience


Managing the Patient Experience

Plan for all facets of the encounter, including family members’ experiences

While your ASC will likely never be mistaken for Disney World, strive to provide the same level of attention and service that helps attract millions of people to the resort every year, advises Susan Burkett, RN, senior director of clinical services with Amsurg in Nashville, Tennessee. “When patients come through your ASC’s door, they should be made to feel like the most important person in the facility, with every need met and every concern addressed.”

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