No hospital fits into an anesthesia model that only comes in a one-size-fits-all. A custom design isn't always easy, but it's worth it.
A custom design requires a lot of measuring, keen attention to detail and an eye on both the present and the future. It's not easy, but it's worth it. Premier Anesthesia knows that each facility it works with is unique. That's why Premier uses a proven process to design an excellent, successful OR customer experience.
When expectations aren't communicated, they can't be met. In your organization, different stakeholders have varying expectations. Premier Anesthesia's team interviews everyone including hospital administrators, surgeons, physicians and nurses. In detailed, open-ended questions, the key personnel are asked to define what makes an OR experience great. Answers depend on the stakeholder's perspective. For an OB, it may be how patients are treated. A CEO might be focused on growth of the surgical services department. A surgeon could have clear ideas about turnover time or on-time starts. For nurses, it might be communication.
Design the Experience
After obtaining the primary expectations from each group, Premier Anesthesia's next step is to design the customer experience. The team compiles responses from the stakeholders into a report defining the metric goals, outlining how to meet the goals and determining how to measure your key criteria. Our service standards and protocols provide a solid foundation, but every report is tailored to the specific needs of the hospital. A transition plan is implemented to formalize improvements, measurement and monitoring, so there is constant accountability.
Moving forward, every provider new to the facility is presented with a handbook on specific standards, expectations and non-negotiables. That sets the stage for ongoing excellence in smoothly functioning, efficient ORs.
Of course, patients are customers too. They expect and deserve an outstanding customer experience. Patient satisfaction and quality care is ultimately the goal of every stakeholder. Satisfaction surveys are a good way to gauge that, but being proactive in addressing patient safety and satisfaction in the standards helps to prevent negative issues from arising in the first place.
Understanding the Needs
Building relationships is important in the process of determining what customers need from their anesthesia provider rather than imposing a one-size-fits-all "solution" that doesn't solve anything. Through the process, we also learn the customers needs and where they stem from. Custom designing a customer experience is the only way to ensure the perfect fit. For a free initial consultation or more information, reach out to Premier Anesthesia or call 855-220-3662.