In April, Lawrence Surgery Center achieved accreditation status for the third year in a row, as well as substantial compliance on all AAHC standards for the second time. Joan Shearer, administrator for Lawrence Surgery Center, a Health Inventures ASC, discusses five ways surgery centers can improve quality of care in preparation for their accreditation survey.
1. Treat your physicians like customers. Lawrence Surgery Center prides itself on recruiting and keeping a satisfied, involved group of physicians. "We really believe that our physicians are just as much our customers as our patients are, and we work really hard at trying to make sure they have a great experience when they come to the surgery center," Ms. Shearer says. This means listening to physician needs and trying to meet them, so that each physician can be proud to have their name on the wall of the surgery center. Since the majority of Lawrence's physicians are also investors, she says the Lawrence leadership team views the administrator-physician relationship as business and trys to keep that business running as smoothly as possible.
2. Build a strong, cohesive team. Ms. Shearer says that she credits Lawrence's successful accreditations to its experienced, tight-knit team. Since the center's key administrators have worked together for the last three years, they know what to expect from the surveys and can therefore adequately prepare. "Keep a steady group of leadership people in the same positions," she says. "Once you've done one [survey], you know what to expect the next time."
3. Promote continuous learning. Ms. Shearer says her team tries to keep up-to-date with developments in the healthcare industry by reading publications, involving themselves with the state and national ASC association and attending conferences. The center has several certified coders and employees who have taken the CASC exam.
4. Foster a one-on-one relationship with patients. Ms. Shearer says that a smaller, intimate setting — even within a larger organization — can make patients feel more appreciated. "We try to keep things very simple," she says. This means less paperwork, involving family members in the care process, keeping visits speedy and efficient and providing education to make sure patients are comfortable with their procedure.
5. Be confident in your abilities. "When a surveyor comes in, no matter who they talk to in our facility, they sense the confidence that we deliver great care," Ms. Shearer says. "That carries a long way in this business." In order to make sure the whole team is confident, Ms. Shearer says her surgery center spends time preparing the team for each survey. She recommends starting early in the preparation process so you have a strong foundation of knowledge. By the time the survey week arrives, your team should only have to "cross the i's and dot the t's" to be ready to present your facility.
Thank you to Health Inventures for arranging this interview.
Read more about recruiting great physicians and improving efficiency in your ASC.