Putting on the Ritz: Service excellence

Vangie Dennis, MSN(c), RN, CNOR, CMLSO, Executive Director of Surgical Services, WellStar Health System,, and Brenda C. Ulmer, RN, MN, CNOR, Perioperative Nurse Educator

Pressures on reducing costs while providing high-quality patient care in ambulatory surgery centers has never been more important than it is today. Attracting patients and surgeons to your ambulatory surgery center is a high priority. Successful business models outside the healthcare setting focus on excellence in customer service to attract new customers and keep current customers happy. This program will look at organizations that have been successful at with a “think-outside-the-box” approach to customer service. Examples of how such strategies have been implemented in an ambulatory surgery center will be shared along with methods that you can use in your facility to enrich both the patient and the surgeon experience.