Barbara Holder, RN, BSN, CAPA, CAIP, Quality Improvement, Infection Control, Safety, Risk & Regulatory Officer, Andrews Institute Ambulatory Surgery Center

This presentation will teach you the tools and techniques — some simple, others quite sophisticated — that have helped every member of the Andrews Institute Surgery Center team play an important role in delivering the best possible patient experience. This lighthearted and fun presentation reviews setting a foundation including patient expectations, communication flow and staff responses. Data from 12 years of patient surveys and comments have been incorporated into this presentation. Topics will include how to build a positive first impression, improve communication, what patients want as well as emergency responses.

Barbara Holder is the Quality Improvement, Safety, Regulatory and Infection Control Officer for the Andrews Institute Surgery Center located in Gulf Breeze, Florida. Responsibilities include regulatory compliance and preparation of staff for federal and state inspections. Barbara has been a Registered Nurse for greater than 39 years, is CAPA and CAIP Certified. In addition, she has been an instructor at University of South Florida’s Risk Management Program. She is currently the President-elect for FLASPAN White Sands Chapter. Presentations include: IHI Annual Conference (2016), ASPAN/FLASPAN (2016, 2018, 2019), OutPatient Surgery: ORX Conference (2017, 2018), ASCA (2018, 2019), World Nursing Conference: London, England (2019), Rome, Italy (2018) and New England ASC Convention (2019). She is a platinum contributor on the ASCA forum.