At the 10th Annual Orthopedic, Spine and Pain Management-Driven ASC Conference in Chicago on June 16, Nancy Boyd, administrator of the Crane Creek Surgery Center in Melbourne, Fla., discussed ways administrators can motivate staff and turn around an ambulatory surgery center.
Improving a center starts with empowering the patient, Ms. Boyd said. "It's all a matter of them being engaged, involved and begetting their care."
Crane Creek strives to provide educational support for patients from the first visit and offers a tour of the surgery center. The center, which is an out-of-network center, also studies insurance plans that reimburse the most for out-of-network and works to attract patients from that payor.
Ms. Boyd offered nine steps to set up a successful ASC:
She also offered several 'dos' and 'don'ts' for training ASC staff.
Her list of dos included:
Her list of don'ts included:
Ms. Boyd said Crane Creek Surgery Center relies on dry surgical runs to provide staff with the necessary confidence to carry out a successful and safe surgery.
Improving a center starts with empowering the patient, Ms. Boyd said. "It's all a matter of them being engaged, involved and begetting their care."
Crane Creek strives to provide educational support for patients from the first visit and offers a tour of the surgery center. The center, which is an out-of-network center, also studies insurance plans that reimburse the most for out-of-network and works to attract patients from that payor.
Ms. Boyd offered nine steps to set up a successful ASC:
- Set clear expectations
- Provide context
- Seek commitment
- Communicate and promote the team's mission
- Choose the right skill sets
- Find staff who are engaged learners
- Instill excitement
- Encourage free-thinking
- Plan for growth
She also offered several 'dos' and 'don'ts' for training ASC staff.
Her list of dos included:
- Using practice or real-life scenarios to bring facts and theory alive.
- Allowing staff to work in groups (if practical) to pool ideas and learn from each other.
- Sharing feedback with larger group and a facilitator.
- Allowing employees to explore "what if" situations or histories.
- Using visual media such as video, photos and diagrams to teach ASC staff.
Her list of don'ts included:
- Merely demonstrating techniques and not allowing new employees to handle the equipment or carry out actions.
- Expecting learners to be proficient after only one or two attempts.
- Leaving mistakes uncorrected, especially "in the theory surrounding a practical subject."
- Going through an entire demonstration without breaking it down into sections for the learners to digest at a comfortable speed.
Ms. Boyd said Crane Creek Surgery Center relies on dry surgical runs to provide staff with the necessary confidence to carry out a successful and safe surgery.
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