You Deserve a Custom Solution
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. Generic, shop-worn methods simply don't work. That's why Premier uses a proven process to design an excellent, successful OR Customer Experience.
It starts with defining expectations.
That means different things to different stakeholders. 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.
Next, Premier designs the custom 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. Premier Anesthesia's 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, then thorough 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. Satisfaction surveys are a good way to gauge that, but Premier Anesthesia is proactive in addressing patient safety and satisfaction in its standards to prevent negative issues from arising in the first place.
Premier seeks to truly understand the needs and expectations of each key stakeholder: administration, surgeons, nurses and patients.
Building relationships is important in the process of determining what customers need from their perspectives, rather than imposing a one-size-fits-all "solution" that doesn't solve anything. Custom designing a Customer Experience is the only way to ensure the perfect fit. Premier Anesthesia puts the "Custom" in Customer Experience for every facility.