Orthopedic and spine surgeons and surgery centers often rely on word-of-mouth marketing to increase patient volume, which means achieving high patient satisfaction is crucial. John Grossmith, MD, a board certified neurosurgeon at The Bonati Spine Institute in Hudson, Fla., discusses seven key factors for orthopedic and spine practices to achieve high patient satisfaction.
1. Improve workflow by focusing on specific procedures. Successful orthopedic and spine practices should consider focusing on specific types of procedures, rather than try to offer everything, to eliminate distractions and make sure the institution runs effectively, says Dr. Grossmith. A focused facility has a specific workflow to keep the patients moving through the pre-, intra-, and postoperative process. At The Bonati Spine Institute, the spine surgeons only perform minimally invasive endoscopic laser spine surgery involving the thoracic, lumbar and cervical spine. The surgeons and medical staff have extensive experience treating patients undergoing these specific procedures, therefore the process is able to run smoothly, says Dr. Grossmith.
2. Spend extra time with each patient. Patients often equate feelings of satisfaction with the amount of time and contact they have with their surgeons throughout the treatment process. The surgeons at The Bonati Spine Institute are encouraged to focus their time on their patients and make sure the patient's needs are met, says Pam Lagano, of Lagano & Associates. "The success rate is high because we understand the needs of the patient," says Ms. Lagano. "The patients know our surgeons and medical staff are focused on providing optimum results every step of the way."
3. Have onsite imaging and rehabilitation capabilities. Orthopedic and spine practices should have an onsite imaging center and rehabilitation facilities to provide as much care as possible within a single facility. Patients appreciate the time that they save when their preoperative radiology and postoperative physical therapy can be performed at the same location as opposed to traveling for these services. This is especially true if the patient is already traveling across the country for the surgery, as many of the patients at The Bonati Spine Institute are. "Many things can be done within hours instead of days and weeks," says Dr. Grossmith. "Everyone understands that many of our patients are here from out of state, and that they have busy lives. Our focus is to provide the medical treatment necessary to effectively treat the problem, have the patient medically supervised during the recovery process and then allow them to return home as soon as safely possible."
4. Give the opportunity to speak with a different surgeon. By the time that many patients come to The Bonati Spine Institute, they have had previous back surgeries performed at other spinal centers or they have visited multiple spinal centers to obtain medical opinions. Many of their patients have been told that no further surgical intervention can be provided to them. The Bonati Spine Institute offers an experienced team of spinal experts. Patients are encouraged to see as many of these experts as they feel necessary to help them feel comfortable with the recommended treatment option.
5. Shorten the distance between preoperative, intraoperative and recovery areas. It's helpful for patients undergoing orthopedic and spine surgery to have short distances between the preoperative, operating room and recovery area to optimize efficiency and patient satisfaction. The limited distance between these areas is even more crucial for orthopedic and spine patients because physically moving is often painful. "Short distances between these areas are helpful, especially for our patients that are debilitated with a back problem," says Dr. Grossmith.
6. Conscious sedation and local anesthesia works. A clear benefit of The Bonati Spine Procedures is that they are performed under IV sedation or local anesthesia instead of general anesthesia. "This allows the patient to communicate during the procedure, providing real-time feedback," says Dr. Grossmith. Before ending the procedure, he asks the patient to move on the operating room table in ways to ensure that the preoperative pain complaints have been eliminated. This is a real boost to the patient's confidence and would not be possible under general anesthesia.
7. Stay updated on technology and procedures that create better outcomes. One of the biggest trends in orthopedic and spine surgery right now is a shift towards less invasive and minimally invasive procedures utilizing microscopes and endoscopes. Minimally invasive procedures are often advantageous to the patient because less of their anatomy is disrupted during the procedure, there is less postoperative pain, shorter rehabilitation time, and faster recovery. The Bonati Spine Institute says that approximately 40 percent of its patients suffer from Failed Back Surgery Syndrome (FBSS). They have had previous spine surgery, typically fusions, performed at another medical facility and have been told there is nothing else that can be done. However, utilizing their patented methods and instrumentation, The Bonati Spine Surgery specializes in treating FBSS.
"In one week, three of my patients had been operated on multiple times at other spinal centers and the medical diagnoses that they received were that nothing further could be done medically. Two of these patients were in wheelchairs and one of the patients used a walker. After surgical intervention at The Bonati Spine Institute, all were able to ambulate independently,” says Dr. Grossmith.
In September, The Bonati Spine Institute announced that, in a survey of exit interviews of over 930 patients, 98% of the responding patients reported an experience that met or exceeded expectations.
Learn more about The Bonati Spine Institute.
Read other coverage on patient satisfaction in ASCs:
- 3 Ways to Keep Volume High at a Pain Management Center
- 5 Proven Ways to Increase ASC Case Volume
- Key Questions for Satisfaction Surveys of ASC Employees, Physicians
1. Improve workflow by focusing on specific procedures. Successful orthopedic and spine practices should consider focusing on specific types of procedures, rather than try to offer everything, to eliminate distractions and make sure the institution runs effectively, says Dr. Grossmith. A focused facility has a specific workflow to keep the patients moving through the pre-, intra-, and postoperative process. At The Bonati Spine Institute, the spine surgeons only perform minimally invasive endoscopic laser spine surgery involving the thoracic, lumbar and cervical spine. The surgeons and medical staff have extensive experience treating patients undergoing these specific procedures, therefore the process is able to run smoothly, says Dr. Grossmith.
2. Spend extra time with each patient. Patients often equate feelings of satisfaction with the amount of time and contact they have with their surgeons throughout the treatment process. The surgeons at The Bonati Spine Institute are encouraged to focus their time on their patients and make sure the patient's needs are met, says Pam Lagano, of Lagano & Associates. "The success rate is high because we understand the needs of the patient," says Ms. Lagano. "The patients know our surgeons and medical staff are focused on providing optimum results every step of the way."
3. Have onsite imaging and rehabilitation capabilities. Orthopedic and spine practices should have an onsite imaging center and rehabilitation facilities to provide as much care as possible within a single facility. Patients appreciate the time that they save when their preoperative radiology and postoperative physical therapy can be performed at the same location as opposed to traveling for these services. This is especially true if the patient is already traveling across the country for the surgery, as many of the patients at The Bonati Spine Institute are. "Many things can be done within hours instead of days and weeks," says Dr. Grossmith. "Everyone understands that many of our patients are here from out of state, and that they have busy lives. Our focus is to provide the medical treatment necessary to effectively treat the problem, have the patient medically supervised during the recovery process and then allow them to return home as soon as safely possible."
4. Give the opportunity to speak with a different surgeon. By the time that many patients come to The Bonati Spine Institute, they have had previous back surgeries performed at other spinal centers or they have visited multiple spinal centers to obtain medical opinions. Many of their patients have been told that no further surgical intervention can be provided to them. The Bonati Spine Institute offers an experienced team of spinal experts. Patients are encouraged to see as many of these experts as they feel necessary to help them feel comfortable with the recommended treatment option.
5. Shorten the distance between preoperative, intraoperative and recovery areas. It's helpful for patients undergoing orthopedic and spine surgery to have short distances between the preoperative, operating room and recovery area to optimize efficiency and patient satisfaction. The limited distance between these areas is even more crucial for orthopedic and spine patients because physically moving is often painful. "Short distances between these areas are helpful, especially for our patients that are debilitated with a back problem," says Dr. Grossmith.
6. Conscious sedation and local anesthesia works. A clear benefit of The Bonati Spine Procedures is that they are performed under IV sedation or local anesthesia instead of general anesthesia. "This allows the patient to communicate during the procedure, providing real-time feedback," says Dr. Grossmith. Before ending the procedure, he asks the patient to move on the operating room table in ways to ensure that the preoperative pain complaints have been eliminated. This is a real boost to the patient's confidence and would not be possible under general anesthesia.
7. Stay updated on technology and procedures that create better outcomes. One of the biggest trends in orthopedic and spine surgery right now is a shift towards less invasive and minimally invasive procedures utilizing microscopes and endoscopes. Minimally invasive procedures are often advantageous to the patient because less of their anatomy is disrupted during the procedure, there is less postoperative pain, shorter rehabilitation time, and faster recovery. The Bonati Spine Institute says that approximately 40 percent of its patients suffer from Failed Back Surgery Syndrome (FBSS). They have had previous spine surgery, typically fusions, performed at another medical facility and have been told there is nothing else that can be done. However, utilizing their patented methods and instrumentation, The Bonati Spine Surgery specializes in treating FBSS.
"In one week, three of my patients had been operated on multiple times at other spinal centers and the medical diagnoses that they received were that nothing further could be done medically. Two of these patients were in wheelchairs and one of the patients used a walker. After surgical intervention at The Bonati Spine Institute, all were able to ambulate independently,” says Dr. Grossmith.
In September, The Bonati Spine Institute announced that, in a survey of exit interviews of over 930 patients, 98% of the responding patients reported an experience that met or exceeded expectations.
Learn more about The Bonati Spine Institute.
Read other coverage on patient satisfaction in ASCs:
- 3 Ways to Keep Volume High at a Pain Management Center
- 5 Proven Ways to Increase ASC Case Volume
- Key Questions for Satisfaction Surveys of ASC Employees, Physicians